17 days old

Service Delivery Manager - Cloud Security (Umbrella)

Cisco Systems Inc.
Poland, NY 14747
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What Youll Do

The Service Delivery team offers personalized services that provide a compelling reason for customers to repeatedly choose Cisco. Accelerating customer success through providing documented development solutions as well as innovating on-demand during deployments.

The Service Delivery Manager (SDM) provides invaluable technical guidance, support, and input to win new business and build strong, long term relationships.

The SDM partners closely with Technical Support, Marketing, Engineering, Product Management and other departments to ensure a clear understanding of the customer/partner environments, challenges and requirements during the deployment phase.

Who Youll Work With

Our team works with our customers helping in the early stages of a customers life cycle. The Service Delivery Management team is responsible for the first 3 months of a customers deployment. You will have the opportunity to influence how customers deploy and utilize Cisco Umbrella.

  • Engage with sales, customers, partners and pre-sales engineers to verify customers requirements and expectations for deploying Cisco Umbrella
  • Document conversations, communications and site matrices to create delivery plans
  • Creating timelines and ensuring they are adhered to and that cross functional project team members are updated at all stages of delivery
  • Be the primary technical point of contact for the customer during all phases of implementation. To be available during times of rollout that may be non-standard hours and be ready and available on switch-over to attend to immediate corrective actions and rollback.
  • Maintain a contemporary issues list on each customer for resolution paths and manage said list within the internal organization to enable quick and efficient turnaround on customer issues
  • Successfully deliver and deploy Cisco Umbrella to customers
  • Keep internal CRM delivery system up-to-date at all times ensuring that infrastructure provisioning is on time
  • Provide a weekly update to the Service Delivery Managers on project status to upstream to other departmental managers and to ensure that business groups are aware of any slippage or project shift
  • Ensure constant improvement process invoking the Corrective Action Review Process at all stages of delivery where appropriate
  • Undertake training with the Customer on how to use the Admin Portal and provide all documentation necessary
  • Act as an ambassador for Cisco Umbrella during the implementations phase, building good-will, trust and confidence to carry over into Customer Support and live support
  • Interface regularly with other business groups to further develop technical skills to improve the delivery process
  • Spearhead projects / activities aimed at improving team processes, performance, and overall health
  • Assist junior members of the team when necessary around technical / functional direction, customer sentiment, and internal collaboration; and work with the Service Delivery Managers on individually assigned (non-customer facing) projects that improve and further develop business functions within the implementations' sphere.

Who You Are

Youve got exceptional customer service and time management skills with the ability to multitask and a track record for delivering excellent results in a timely fashion. You have a thorough knowledge of SaaS products and strong networking skills. With these skills, you are able to communicate complicated problems to a diverse and possibly nontechnical customer audience effectively.


  • Experience with the Secure Access Service Edge (SASE) product space
  • Excellent communication skills when working with a diverse customer audience.
  • CCNA or higher, or equivalent proficiency
  • Strong understanding of basic office network environments including network security measures (e.g. firewall, proxy servers, routing, IPsec & IKEv2, anti-virus, anti-malware, spam.)
  • Strong understanding of common network protocols including TCP, UDP, DNS, DHCP, HTTP, FTP, SMTP, etc.
  • Experience with IPsec tunnels and proxy implementation and troubleshooting at each point of failure.
  • BA/BS degree (or meaningful work experience)
  • 5+ years in customer facing Support, Professional Services, Implementation or Client Service role

Preferred experience any of the following:

  • Microsoft Active Directory
  • Microsoft Windows (current Microsoft supported versions)
  • Mac OS (current Apple supported versions)
  • Debian based Linux Distributions (current Debian or Ubuntu supported versions)
  • VMWare ESX/ESXi 4.1
  • Current Cisco network security appliances

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Posted: 2021-05-26 Expires: 2021-07-12
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Service Delivery Manager - Cloud Security (Umbrella)

Cisco Systems Inc.
Poland, NY 14747
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