Cx Centers Service Delivery Manager

**What You’ll Do**:As a Service Delivery Manager in the Sourced Services team, you will be accountable for performance and delivery throughout a network of strategic delivery partners. This is a customer-facing position reporting to the Regional Delivery Manager, additionally, you will engage with a global team of Sourced Services functions including Strategy & Readiness, Planning & Tracking, Preferred Program & Compliance teams. Collaborating effectively with each of these groups and a flexible work approach will be key for the applicant to be successful in this role. This position serves as a leader for the operational relationship with external Partner Delivery teams, ensuring these teams meet the obligations outlined in Standard Operating Procedures (SOP), Statements of Work (SoW) and Master Service Agreements (MSA). As a Manager in our outstanding team, you will develop a specialist’s knowledge of the Line of Business (known as a Service Delivery Line) supported, while providing tactical support for customer concerns for the same line of business, and owning critical issue management to audiences not limited to but including Account Managers, Sales Directors, and Executives. You’ll plan and implement operational requirements as part of a global organization, including the creation of short- and long-term operational roadmaps, operational delivery against business goals and metrics, invoice reconciliation activities, performance metrics analysis and communications, and quarterly and executive business reviews. You’ll interact regularly with global counterparts to ensure organizational priorities are aligned, share standard methodologies, address ongoing challenges and provide solutions to issues. Furthermore, as a delivery manager, you will initiate opportunities to streamline and improve customer and agent experience, identify and drive opportunities for work deflection (e.g. customer self-serve) and augmentation opportunities (e.g. enable new support representative capabilities), always look at ways to evolve our Service Delivery. This will also include partnering with Strategy and Readiness on new services introduction and service validation and working with the training design team on training development and vendor training delivery. Ultimately, you will be accountable for delivery performance, operational health of services and maintaining open lines of communication between the service delivery lines and the business relationship managers. Who You’ll Work With:Cisco’s Global CX Centers support the delivery of the full CX portfolio with a seamless customer experience at a global efficient operating scale. They include delivering technical assistance (TAC), centralized project delivery, centralized high-touch support, sourced support, handled services, and global logistics. Who You Are:Strong communication skills at all levels of management, being able to present and connect with executives.Customer focus.Accountable for swiftly engaging and addressing customer needs and critical issues while still focusing on running the business.DemonstratedA take-charge attitude, flexibility and resiliency.Excellent problem-solving skills.Continuous improvement approach & ability to deliver ongoing savings back to the business.Ability to balance multiple urgent priorities. Preferred QualificationsBA / BS degree or equivalent2+ Years Vendor Service Delivery Management (Operational focus)Eager learner, both capable and interested to develop in-depth knowledge of business you support along with higher level knowledge of other services supported in the organizationAble to understand and drive alignment to associated business teams, strategy, and key initiativesIn-depth knowledge of contact centre practices and experience implementing standard methodologiesProactive in identifying and responding to customer needs and escalations, while continuing to meet performance goalsProven experience handling operational performance (budget, SLAs, on-time delivery)2+ Years Experience interacting with customers and partnersExperience managing projects using the Project Lifecycle (PLC) methodologyProven track record on both leading and participating in collaborative work efforts, across theatre and work function, to deliver effective outcomesCoaches teaches and mentors more junior members of the team Why CiscoWeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. No other company can do what we do - you can’t put us in a box But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and ye