***Must be a US Citizen with an Active TS/SCI w/CI Poly Clearance to be considered for this role***
What You’ll Do
The Customer Service Delivery Manager is responsible for leading a team of Cisco network consulting engineers in setting and delivering on the strategic services direction that anticipates and addresses the business and technology needs for our top strategic customers. This role plays a leadership role in critical delivery engagements, ensuring operational excellence in service delivery execution and to assure customer objectives and business, innovation, and operational outcomes are achieved. Influencing customer service delivery strategy and quality via compelling points of view and thought leadership on achieving customer and team success. As a trusted advisor, you will assess the customer requirements, develop and manage the service delivery methods of the engineering team and execute improvements through the eyes of the customer.
Lead and develop a diverse team of Cisco engineers responsible for delivering high quality services and outcomes across the Cisco solution portfolio to our customers in the US Public Sector National Security Operation.
Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in building team enablement strategies, hiring and onboarding, and business execution. Be seen as a go-to resource in leading and building an exceptional service delivery team.
Build deep relationships with Cisco customer delivery teams and the extended Cisco account team members in achieving their goals; influence customer line of business (LoB) executives around technology strategy, bridging the gap to IT.
Partner with Cisco customer delivery teams and market senior leadership to create and execute on an overall vision and strategic plan for the customer’s success in applying, using and adopting Cisco technology to achieve their business outcomes
Responsible for executive communications to Cisco senior leadership
Manage customer level profitability - manage and report contract metrics, identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
Assure customer outcomes and customer satisfaction with service delivery, drive value in service delivery and maximize customer loyalty with key stakeholders
Who You'll Work Wit
The Business Entity Customer Experience US Public Sector National Security Operation -This opportunity involves helping to shape the customer's vision and achieve outcomes leveraging best of breed technology in collaboration, networking, security, and cloud.
The Team The Public Sector customer delivery team provides emerging solutions and architectures to customers - along with cutting-edge consulting to ensure customer success. Our team members work collaboratively and together to deliver business outcomes to our customers, along with the resources to insure personal and professional growth.
Who You Are
You've got experience advising customers, managing complex delivery engagements and managing teams. You develop deep and trustworthy relationships with all of your stakeholders. You have a reputation of delivering projects on time and within budget that result in glowing customer references and team members who want to do it all over again. You have good analytic and decision-making skills. Your strong communication skills and high emotional intelligence help you influence others.
Our minimum requirements for this role:
Expert skills in people leadership and complex project delivery management
Ability to influence decisions related to services and technologies across customers IT and Lines of business
Financial and Business Acumen – knowledge, skills and understanding, of business process, tools and concepts required to make sound decisions. (e.g. investment ROI)
College Degree (Bachelor, Masters) - technical or business
5+ years relevant industry related/management experience
Successfully navigate across Cisco and customer landscape to drive mutual success - understand and manage political realities to achieve goals
Local driving required ~25-30% to visit customers within the Washington, DC metro area
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