Strategic Service Delivery Leader – Ai & Automation

Cisco Systems, Inc; Perth; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work from home options

Well-being days

Competitive superannuation

Job summary

Cisco Systems, Inc. is seeking an experienced Service Delivery Lead / Operations Manager to oversee service delivery across multiple sites in Perth's southern suburbs.

The role emphasizes managing day-to-day operations, ensuring consistent service delivery, and leveraging AI/automation to drive outcomes. The ideal candidate will have extensive knowledge of the NDIS and prior service delivery or operational leadership experience, with the ability to travel between locations and coordinate across

Qualifications

• Bachelor's degree with 12+ years of related experience, or Master's with 8+ years, or equivalent.
• Expert-level or equivalent certification (e.g., PMI, CCNA, CCIE) preferred.
• Experience leading service delivery strategy across complex, high-value accounts.
• Strong financial management, P&L oversight, and executive-level negotiations.

Responsibilities

• Develop and oversee the execution of delivery strategy for complex accounts.
• Collaborate with Delivery Directors to meet margin, revenue, and cost targets.
• Lead executive-level engagements and align delivery with customer objectives.
• Design scalable delivery solutions using AI and automation.
• Mentor SDMs and cross-functional colleagues to drive best practices.

Skills

NDIS knowledge

Delivery leadership

Financial management

Executive stakeholder leadership

Negotiation

Education

Bachelor's degree +12+ years

Master's degree +8+ years

Tools

PMI certification

CCNA/CCIE certification

Job description

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Service Delivery Lead / Operations Manager

Perth Prime Recruitment

Posted 1 day ago

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Job Description

05th November, 2026

Job Description
Seeking an experienced Service Delivery Lead / Operations Manager to oversee service delivery across multiple sites throughout Perth's southern suburbs.
The role will focus on managing and supporting the southern locations, ensuring effective day-to-day operations and consistent service delivery across the sites.
The successful candidate must have extensive knowledge of the NDIS and previous experience in a service delivery or operational leadership role.
Key Requirements:

• Extensive knowledge and understanding of the NDIS
• Previous experience in service delivery or operations management
• Ability to oversee multiple sites and support day-to-day operations
• Strong communication and organisational skills
• Ability to work independently and travel between locations

Additional Information:
Coverage includes Mandurah, Rockingham and surrounding southern suburbs
Office-based work one day per week, Tuesday or Wednesday
Remaining days spent travelling between sites
Company vehicle provided

Acts as the central point of contact for service delivery across assigned accounts, scopes, or territories, engaging closely with customers, Sales, Customer Experience Managers, and internal stakeholders. Develops and executes service delivery plans to ensure the successful fulfillment of contracted services, maintaining high standards of quality and customer satisfaction. Oversees the financial health of delivery, including margin, revenue, and level of effort, while leading negotiations on pricing and scope throughout the delivery cycle. Assigns resources, manages capacity, and identifies opportunities for delivery efficiency and portfolio expansion, aligning KPIs with financial and quality targets. Collaborates across teams to build strong customer relationships, proactively manages risks and escalations, and ensures effective issue resolution to drive continuous service excellence. 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 Typically 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.

Be the person who keeps everything moving.

Imagine starting your day by coordinating priorities for operational leaders, ensuring key activities are on track and helping teams deliver essential water and wastewater services that support communities across Perth. No two days are quite the same. One moment you're planning meetings and coordinating business deliverables, the next you're supporting training initiatives, managing stakeholder relationships or helping the team respond to important operational priorities.

Support Officer - Service Delivery is a fixed-term opportunity through to April 2027, where you'll work closely with Operations Managers and Team Leads, providing high-level administrative support that helps keep our field operations organised, compliant and running efficiently. This role exists within the Perth Region Service Delivery team and performs, coordinates and oversees administrative activities across the business unit. What the role will involve

• Coordinating administrative activities across the Service Delivery team
• Managing diaries, meetings, events and key business deliverables
• Supporting Operations Managers and Team Leads to ensure priorities and business plan commitments stay on track
• Coordinating training, safety and wellbeing initiatives across the team
• Working with stakeholders across the business to gather information, track actions and support operational outcomes
• Preparing agendas, minutes and documentation for leadership, committee and incident management meetings

Real benefits that matter

• Real flexibility with options to work from home, flexible work hours
• Two well-being days each year to recharge, relax and enjoy life (separate to standard paid sick/personal leave)
• Access to long service leave pro rata after 3 years of service
• Take advantage of our co-contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co-contribution when you elect to salary sacrifice 2%
• Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
• Family-friendly benefits, including 22 weeks of paid parental leave
• Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.
• Annual leave loading – an extra 17.5% pay when you use your annual leave

Discover more benefits we offer to support the unique and individual ways our employees live.

How to Apply