Service Delivery Manager (Remote)

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Take your career to the next level by joining a Cisco Team that is supporting major business and technology transformations for our customers. As a Senior Service Delivery Leader, you will be the primary advocate for your assigned customers, holding full accountability for the end-to-end service delivery lifecycle. You will drive high-value customer experiences by leading cross-functional teams of consulting engineers, architects, project managers, and partners, while personally demonstrating advanced project management expertise to oversee complex delivery engagements. You will have a Cisco Services leadership role driving program delivery, financial performance, and continuous service improvement.

Who You'll Work With

You will align closely with the customer's strategic business goals, the broader Cisco Customer Experience ecosystem and the sales account teams. Your role involves providing clear, concise requirements to internal teams, ensuring technical solutions are perfectly aligned with customer needs, and proactively identifying and mitigating risks. You will serve as the primary bridge between Cisco's technical experts (Solution Architects, Consulting Engineers) and the customer's stakeholders, providing key account updates to senior management while ensuring project execution excellence.

Who You Are

• A Strategic Leader: You possess excellent written and oral communication skills, capable of navigating both deep technical discussions and high-level executive briefings.

• An Analytical Problem Solver: You break down complex scenarios to identify root causes and anticipate risks before they impact service continuity.

• A Collaborative Driver: You foster a culture of accountability and innovation, empowering teams while maintaining a hands-on approach to project execution.

• Agile and Adaptable: You thrive in evolving environments, embracing shifting priorities and leveraging new tools to streamline delivery and drive efficiency.

• Relationship Builder: You build and maintain positive, long-term relationships with customers and internal team members based on trust and consistent engagement.

Must Have Skills:

• 10+ Years of proven experience overseeing all aspects of service delivery for major accounts, including full P&L and budget responsibility.

• Solid project management skillsets, including the ability to define scope, manage timelines, allocate resources, and track performance metrics to ensure successful project completion.

• Previous experience with Financial Services, Healthcare, Manufacturing, or Retail customers.

• Practical experience with ITIL and service management frameworks; ability to engage effectively with technical teams regarding infrastructure, architecture, and emerging technologies.

• Practical experience leading large cross functional teams delivering complex Cisco and third-party technology transformations

• Experience in positioning services and assisting in scoping and estimating the level of effort for proposals and statements of work.

• A track record of driving efficiency, removing bottlenecks, and implementing process enhancements based on performance data and stakeholder feedback.

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.