Service Delivery Manager

Cisco Systems, Inc; Western Australia; On-site; AUD 150,000 - 210,000; Full time

Job summary

Cisco Systems, Inc seeks an senior Delivery Manager to design and drive delivery strategies for large, high-value accounts, aligning financial goals with customer transformation initiatives. You will lead cross-functional teams, engage executives, and push AI-enabled delivery improvements across portfolios.

You will mentor teams, standardize processes, and negotiate scopes, while advancing growth, profitability, and renewal opportunities across Cisco's customer base.

Qualifications

• Bachelor's degree in a relevant field and 12+ years of related experience.
• Master's degree with 8+ years of related experience.
• Professional certifications such as PMI, CCNA, CCIE preferred.

Responsibilities

• Develop and oversee delivery strategy and service plans across complex, high-value accounts or regions.
• Collaborate with Delivery Directors and theater Financial PoCs to meet margin, revenue, and cost objectives.
• Apply Cisco product and service portfolio knowledge to drive delivery innovation and alignment with customer goals.
• Lead executive engagements, represent delivery outcomes in forums and QBRs.
• Design scalable delivery solutions using AI and automation and validate them as the delivery stamp.
• Scale delivery operations via cross-portfolio automation and standardize processes.
• Lead negotiations on scope and pricing with customers and partners and manage escalations.
• Oversee rollout and pilots of AI/automation solutions, integrate feedback and trends.
• Mentor SDMs and peers to promote best practices and continuous improvement.
• Build partnerships with senior leaders to influence strategy and customer relationships.

Skills

Delivery strategy

P&L management

Executive stakeholder engagement

AI and automation

Cross-functional leadership

Education

Bachelor's degree

Master's degree

Job description

What You'll Do

• -Develop and oversee the execution of delivery strategy and service delivery plans across complex, high-value accounts or regions, driving business outcomes, financial performance, and cross-functional alignment.
• -Maintain close collaboration with Delivery Directors and Theater Financial PoCs to ensure margin, revenue, and cost objectives are met, proactively mitigating risks and optimizing profitability.
• -Apply expert knowledge of Cisco’s product and service portfolio to drive delivery innovation, growth, and strategic alignment with customer business transformation goals.
• -Lead strategic engagements with executive-level stakeholders, representing delivery outcomes in executive forums and QBRs, and aligning delivery with both Cisco’s and the customer’s long-term financial objectives.
• -Design and approve scalable, customer-focused delivery solutions, leveraging advanced AI and automation (e.g., ML demand forecasting, automated SLA monitoring), and acting as the delivery “stamp” for high-impact, customized solutions.
• -Shape and scale delivery operations by implementing cross-portfolio automation frameworks and standardizing delivery processes to maximize adoption, expansion, renewals, and profitable growth across accounts.
• -Lead negotiations with customers and delivery vendor partners on scope and pricing, securing buy-in and managing escalations as needed.
• -Oversee rollout and pilot programs of advanced AI/automation solutions, integrating customer feedback and industry trends to refine delivery plans and tools.
• -Mentor and coach junior SDMs and peers, promoting best practices and continuous improvement across the CX organization.
• -Build partnerships with senior leaders across functions, influencing technical strategy, delivery design decisions, and enhancing strategic customer relationships.

Minimum Qualifications

Minimum QualificationsTypically requires Bachelor's degree in relevant field with 12+ years of related experience, or Master's degree with 8+ years of related experience, or equivalent related work experience

Preferred Qualifications

• -Expert-level or equivalent relevant certification (e.g., PMI, CCNA, CCIE) preferred
• -Proven experience leading service delivery strategy and execution across complex, high-value accounts or regions
• -Demonstrated expertise in financial management, P&L, and strategic negotiations with executive stakeholders and vendor partners
• -Advanced knowledge of Cisco’s portfolio, delivery tools, and automation frameworks, with a record of driving innovation and adoption of AI-driven solutions
• -Strong leadership in cross-functional collaboration, process standardization, and mentoring of service delivery teams
• -Track record of successfully representing delivery outcomes in executive forums, driving customer growth, and influencing senior leaders across functions

Why Cisco?

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.