Client Delivery Manager - Cisco Systems Inc., Finland, MN Job Details

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Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Requisition #: R906254 Location: FINLAND.UUSIMAA.ESPOO
Job Title: Client Delivery Manager Region: EMEA
Area of Interest: Cisco Services (Formerly Customer Advocacy)
Level of Experience: Experienced - Manager
Flexible Work Option: Yes
Job Description: Service Delivery Lead

Essential Job Responsibilities
- Viewed as the “Theatre Service Delivery Leader” on the account. Takes responsibility and accountability for all service delivery within the Geo account
- Tight alignment with Services Sales and Product team on account planning and strategy development.
- Identification of up-/ x-sell opportunities based on account planning and changing customer environments and requirements.
- Responsible and accountable of the service account P&L
- ‘Face of service delivery’ towards senior management (internal and external).
- Mentors other SDL
- Establish and maintain relationship at director level
- Senior role, leading team with direct reports
- Establish and maintain relationship at senior director level

Supervision Given/Received
- Able to successfully execute with limited supervision and guidance from ESD manager. May receive mentoring and guidance from more senior SDL or SDE.
- Typically work assignments in the form of objectives.
- Works with the customer and account team to determine project.
- Makes recommendations on resource requirements/ staffing for projects
- Escalation leadership
- Able to successfully execute with minimal supervision
- Senior role, engaging with and often (virtually) leading multiple teams and roles from local and central delivery teams, cross-functional and sales team to develop and evolve solutions from proposal to implementation, operate and optimization phases.
- Team size will vary based on size of account
o In-direct (matrix management)
o Partners
- Responsible for service delivery to a, complex customer with multiple LoBs

Related Business/ Technical Knowledge, Skills and Expertise
- Management skills related to business operations, personnel / staffing
- Is a capable communicator (excellent verbal and written) and presenter to convey Cisco’s services business to customers.
- Excellent problem solving skills
- Strong decision making skills
- Knowledge of Cisco’s service and support/ solution offers
- Able to work effectively within all levels of an organization
- Sound knowledge of telecommunications and networking technology, products and industry.
- Understands Cisco’s Services business objectives and the respective impact on customer processes & deliverables.
- Demonstrated success in a customer-facing role.
- Strong working knowledge of Cisco including service and support/ solution offers
- Accustomed to working effectively within all levels of an organization
- Outstanding knowledge of service portfolio/ offering
- Deep knowledge of customer (including structure, funding, operations set-up, ability to read financial statement and evaluate customer business)
- In-depth knowledge of vertical segment

Education and Experience
- Typically requires BS/ BA degree or equivalent plus 12+ years of related experience
- Quality frameworks such as ITIL, CoBIT, eTOM and enterprise assets
- Knowledge of program and project management methodologies and experience of leading projects to a successful completion

Success Factors
- Meet Customer Sat/ Customer Loyalty targets
- Meet/Exceed P&L targets; ensure profitability of account(s)
- Having a customer badge after 3-6 months into the role
- Achieve Service Penetration Index targets
- Ability to work cross-functionally in a matrix environment
- Interlock with Sales on account planning and strategy
- Ability to assess, adapt and evolve service and support model to meet customer’s changing business requirements
- Ability to lead virtual teams
- Successfully drives creation of new, innovative service and delivery models

Core Competencies

Business/ Financial Acumen
- Evaluates financial impact of new service offering/ changes in delivery model to Cisco and customer and ensures profitability targets are met.
- Understands P/L, ROI, revenue recognition, forecasting
- Connects customer pain points to Cisco service offerings and strategy
- Ensures relevancy of delivery reviews (e.g. QBR) with customers

Relationship Management
- Develops strong relationships at multiple levels with customer and with sales teams. Seen as ‘trusted advisor’. SDL is equivalent to Customer Leadership
- Takes ownership to drive positive change in customer sentiment
- Interacts with relevant internal teams, SMEs and senior management to action customer needs and requirements for change

Matrix management/ collaboration/ team work
- Demonstrates the capability to manage and collaborate in a matrix environment.
- Builds a strong (virtual) team of service delivery and other partnering resources by creating and communicating clear roles and responsibilities for the team;
- Develops processes and communications methods for the team ensuring high standards are set for customer responsiveness
- Orchestrating gatekeeper

Demonstration of Executive Skills:
- Professional, remains cool under pressure. Provides a well balanced approach and ability to adapt to various types of situations.
- Recognizes change and consults with the customer on their needs, direction, and influences based on industry trends.
- Technical Acumen:
- Understands and is familiar with a variety of technology domains (e.g., applications, data, etc.) and how that technology meets the customer’s needs and requirements as well as the services required.

Business Operations:
- SOX
- FMV
- OP/OTL
- Managing realization
- P/L
- Manages pricing and profitability in the best interest of Cisco.
- Ensures the QBR or other executive reviews capture all critical initiatives (strategic/tactical, quantitative/qualitative) and is created in a customer/Cisco win-win model.

Cross-Functional Effectiveness
- Mobilizes resources across Cisco to provide the best solution to our customers
- Uses mature judgment in knowing when to leverage Cisco executives
- Shows flexibility and patience to support a longer sales cycle
- Manages delivery resources in matrix reporting structures.

People Leadership:
- Invites, inspires, and rewards resources outside of delivery team to participate in the delivery process.
- Coaches and mentors team members to be effective at developing and delivering services solutions;

Vision/Strategic Thinker:
- Paints compelling vision of the future for customer’s environment
- Innovation can lead transformational initiatives and be a change agent
- Creativity – identifies and brings new ideas and solutions to the customer for validation
- Encourages calculated risk-taking on the part of the team that furthers execution of the long term vision for our customer;
 
Demonstration of Executive Skills:
- Shows patience and understanding for the political realities of Cisco and our customer’s organization as well as what is necessary to navigate within both Cisco and the customer for success; Represents the “Cisco” brand to our customer through their leadership and unyielding integrity;
- Vision/Strategic Thinker:
- Paints compelling vision of the future for customer’s environment
Service Delivery Lead
Essential Job Responsibilities
- Viewed as the “Theatre Service Delivery Leader” on the account. Takes responsibility and accountability for all service delivery within the Geo account
- Tight alignment with Services Sales and Product team on account planning and strategy development.
- Identification of up-/ x-sell opportunities based on account planning and changing customer environments and requirements.
- Responsible and accountable of the service account P&L
- ‘Face of service delivery’ towards senior management (internal and external).
- Mentors other SDL
- Establish and maintain relationship at director level
- Senior role, leading team with direct reports
- Establish and maintain relationship at senior director level

Supervision Given/Received
- Able to successfully execute with limited supervision and guidance from ESD manager. May receive mentoring and guidance from more senior SDL or SDE.
- Typically work assignments in the form of objectives.
- Works with the customer and account team to determine project.
- Makes recommendations on resource requirements/ staffing for projects
- Escalation leadership
- Able to successfully execute with minimal supervision
- Senior role, engaging with and often (virtually) leading multiple teams and roles from local and central delivery teams, cross-functional and sales team to develop and evolve solutions from proposal to implementation, operate and optimization phases.
- Team size will vary based on size of account
o In-direct (matrix management)
o Partners
- Responsible for service delivery to a, complex customer with multiple LoBs

Related Business/ Technical Knowledge, Skills and Expertise
- Management skills related to business operations, personnel / staffing
- Is a capable communicator (excellent verbal and written) and presenter to convey Cisco’s services business to customers.
- Excellent problem solving skills
- Strong decision making skills
- Knowledge of Cisco’s service and support/ solution offers
- Able to work effectively within all levels of an organization
- Sound knowledge of telecommunications and networking technology, products and industry.
- Understands Cisco’s Services business objectives and the respective impact on customer processes & deliverables.
- Demonstrated success in a customer-facing role.
- Strong working knowledge of Cisco including service and support/ solution offers
- Accustomed to working effectively within all levels of an organization
- Outstanding knowledge of service portfolio/ offering
- Deep knowledge of customer (including structure, funding, operations set-up, ability to read financial statement and evaluate customer business)
- In-depth knowledge of vertical segment

Education and Experience
- Typically requires BS/ BA degree or equivalent plus 12+ years of related experience
- Quality frameworks such as ITIL, CoBIT, eTOM and enterprise assets
- Knowledge of program and project management methodologies and experience of leading projects to a successful completion

Success Factors
- Meet Customer Sat/ Customer Loyalty targets
- Meet/Exceed P&L targets; ensure profitability of account(s)
- Having a customer badge after 3-6 months into the role
- Achieve Service Penetration Index targets
- Ability to work cross-functionally in a matrix environment
- Interlock with Sales on account planning and strategy
- Ability to assess, adapt and evolve service and support model to meet customer’s changing business requirements
- Ability to lead virtual teams
- Successfully drives creation of new, innovative service and delivery models

Core Competencies

Business/ Financial Acumen
- Evaluates financial impact of new service offering/ changes in delivery model to Cisco and customer and ensures profitability targets are met.
- Understands P/L, ROI, revenue recognition, forecasting
- Connects customer pain points to Cisco service offerings and strategy
- Ensures relevancy of delivery reviews (e.g. QBR) with customers

Relationship Management
- Develops strong relationships at multiple levels with customer and with sales teams. Seen as ‘trusted advisor’. SDL is equivalent to Customer Leadership
- Takes ownership to drive positive change in customer sentiment
- Interacts with relevant internal teams, SMEs and senior management to action customer needs and requirements for change

Matrix management/ collaboration/ team work
- Demonstrates the capability to manage and collaborate in a matrix environment.
- Builds a strong (virtual) team of service delivery and other partnering resources by creating and communicating clear roles and responsibilities for the team;
- Develops processes and communications methods for the team ensuring high standards are set for customer responsiveness
- Orchestrating gatekeeper

Demonstration of Executive Skills:
- Professional, remains cool under pressure. Provides a well balanced approach and ability to adapt to various types of situations.
- Recognizes change and consults with the customer on their needs, direction, and influences based on industry trends.
- Technical Acumen:
- Understands and is familiar with a variety of technology domains (e.g., applications, data, etc.) and how that technology meets the customer’s needs and requirements as well as the services required.

Business Operations:
- SOX
- FMV
- OP/OTL
- Managing realization
- P/L
- Manages pricing and profitability in the best interest of Cisco.
- Ensures the QBR or other executive reviews capture all critical initiatives (strategic/tactical, quantitative/qualitative) and is created in a customer/Cisco win-win model.

Cross-Functional Effectiveness
- Mobilizes resources across Cisco to provide the best solution to our customers
- Uses mature judgment in knowing when to leverage Cisco executives
- Shows flexibility and patience to support a longer sales cycle
- Manages delivery resources in matrix reporting structures.

People Leadership:
- Invites, inspires, and rewards resources outside of delivery team to participate in the delivery process.
- Coaches and mentors team members to be effective at developing and delivering services solutions;

Vision/Strategic Thinker:
- Paints compelling vision of the future for customer’s environment
- Innovation can lead transformational initiatives and be a change agent
- Creativity – identifies and brings new ideas and solutions to the customer for validation
- Encourages calculated risk-taking on the part of the team that furthers execution of the long term vision for our customer;
 
Demonstration of Executive Skills:
- Shows patience and understanding for the political realities of Cisco and our customer’s organization as well as what is necessary to navigate within both Cisco and the customer for success; Represents the “Cisco” brand to our customer through their leadership and unyielding integrity;
- Vision/Strategic Thinker:
- Paints compelling vision of the future for customer’s environment Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Cisco is an Affirmative Action and Equal Opportunity Employer

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