Service Delivery Manager

Cisco Systems; Madrid; Presencial; EUR 70.000 - 110.000; Jornada completa

Descripción de la vacante

Cisco Systems in Madrid is seeking an experienced Service Delivery Leader to own the financial health and strategic direction of assigned accounts. You will design delivery plans, drive cross-functional collaboration with Sales and CXMs, and leverage data-driven insights to optimize performance and portfolio growth.

Key responsibilities include leading QBRs, managing scope, pricing, and margin, and driving AI-enabled reporting and resource planning to exceed customer expectations.

Formación

• Bachelor’s degree in a relevant field with 6+ years of professional experience, or a Master’s degree with 4+ years of relevant experience.
• 3+ years of experience managing service delivery across multiple accounts, including P&L oversight and financial planning.
• Experience in process improvement using data analytics, automation tools and AI-driven tools.
• Experience presenting financial metrics and performance data to executive-level stakeholders during business reviews.
• Experience collaborating with cross-functional teams, such as Sales or Technical Support, to execute customer-facing projects.

Responsabilidades

• Create and execute comprehensive service delivery plans balancing financial health, resources, and customer-specific business objectives.
• Take ownership of financial approvals, including scope, pricing, and margin management, to ensure projects remain on-time and budget-compliant.
• Lead Quarterly Business Reviews (QBRs) and delivery workshops to present performance metrics, demonstrate value, and identify expansion opportunities.
• Drive continuous improvement by integrating AI-driven tools and automation to optimize reporting and resource planning.
• Analyze complex customer needs to shape long-term delivery strategies that align with Cisco’s portfolio and account growth targets.
• Facilitate cross-functional collaboration between technical teams, Sales, and CXMs to ensure unified delivery and swift issue resolution.

Conocimientos

Service delivery management

Data analytics

Automation tools

AI-driven tools

Cross-functional collaboration

Educación

Bachelor’s degree in a relevant field

Master’s degree in a relevant field

Herramientas

AI-based forecasting tools

Automation tooling

Descripción del empleo

Meet The Team

You will join a global team of experts dedicated to powering the future by enabling customers to realize the full value of their Cisco investments. We collaborate across boundaries to deliver AI-optimized, secure, and scalable solutions that bridge the gap between human intent and technical execution.

Your Impact

You will act as the central point of contact for service delivery, taking ownership of the financial health and strategic direction of assigned accounts. You will design and execute delivery plans that align with customer priorities, utilizing data-driven insights to drive operational efficiency and portfolio growth. By leading cross-functional collaboration with Sales and Customer Experience Managers (CXMs), you will ensure that our technology solutions consistently exceed customer expectations.

• Create and execute comprehensive service delivery plans that balance financial health, resource allocation, and customer-specific business objectives.
• Take ownership of financial approvals, including scope, pricing, and margin management, to ensure projects remain on-time and budget-compliant.
• Lead Quarterly Business Reviews (QBRs) and delivery workshops to present performance metrics, demonstrate value, and identify expansion opportunities.
• Drive continuous improvement by integrating AI-driven tools and automation to optimize reporting and resource planning.
• Analyze complex customer needs to shape long-term delivery strategies that align with Cisco’s portfolio and account growth targets.
• Facilitate cross-functional collaboration between technical teams, Sales, and CXMs to ensure unified delivery and swift issue resolution.

Minimum Qualifications

• Bachelor’s degree in a relevant field with 6+ years of professional experience, or a Master’s degree with 4+ years of relevant experience.
• 3+ years of experience managing service delivery across multiple accounts, including P&L oversight and financial planning.
• Demonstrated experience in process improvement using data analytics, automation tools and AI-driven tools
• Demonstrated experience presenting financial metrics and performance data to executive-level customer stakeholders during business reviews.
• Experience collaborating with cross-functional teams, such as Sales or Technical Support, to execute customer-facing projects.

Preferred Qualifications

• Expert-level industry certification such as PMI (Project Management Professional), , or CCIE.
• Advanced proficiency in Cisco-specific product portfolios and service delivery ecosystems.
• Demonstrated history of identifying and capturing account expansion or portfolio growth opportunities.
• Experience implementing AI-based demand forecasting or predictive resource allocation models.
• Proven ability to manage conflict and lead escalations to successful resolutions for high-value clients.

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.

Cisco is an affirmative action and equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.