Posted: Tuesday, 21 February 2017, 14:54
Additional Location(s) or Information:
Job Category: Services
Level of Experience: Experienced : Manager
Requisition : R1022495
Service Delivery Manager ( Public Sector) : Candidate must have extensive experience in Service Delivery in Public Sector, Must have executed/overseen major projects in the domain. Must have exposure in business development of consulting and professional services in the Public sector domain.
A. Sets strategic service delivery direction that anticipates the needs of our public sector customers and their technology needs;
B. Ensures operational excellence in service delivery execution to assure customer objectives and outcomes
C. Influences customer decision making via thought leadership on technology drivers for their business;
D. Assesses and influences services delivery methods and execution improvements through the eyes of the customer.
Essential Job Responsibilities:
Lead the global service delivery experience to the customer : single point of ownership and accountability for all customer service delivery related activities, Assure customer outcomes across lifecycle of Advise/Implement/Optimise.
o Manage segment level profitability : identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
o Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
o Capture and articulate value with key stakeholders (e.g. QBR/JBR)
o Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
o Measure relevant key performance indicators (e.g. SLAs, availability)
o Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers : standardize and replicate where appropriate
o Successfully engage and manage partner capabilities and resources as part of the customer experience
o Influence customer level services strategy, in conjunction with customer sales leadership
o Develop delivery strategy in alignment with services strategy
* RELATIONSHIP MANAGEMENT/COMMUNICATION
o Successfully partner with customer sales leadership and key Cisco stakeholders to execute 1:3 year integrated account plan
o Apply Cisco solutions to customers business drivers
o Establish and maintain customer executive relationships : senior:most decision makers within the business (e.g. VP Engineering, VP Operations)
o Build and manage global direct and matrix teams for customer execution
o Set a vision, strategy and execution plan for team members
o Grow talent through hiring and internal development
o Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality. Build future client leaders within and outside of delivery teams.
o Champion customer requirements and needs into Cisco : engineering, quality, roadmaps, service offer development, etc.
Related Business/ Technical Knowledge, Skills and Expertise:
*Working knowledge of Cisco service capabilities and offerings across services portfolio : ability to engage subject matter expertise as appropriate
*Successfully navigate across Cisco and customer landscape to drive mutual success : understand and manage political realities to achieve goals
*Knowledge of Cisco Architectures
*Working knowledge of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
*Excellent verbal, written, and presentation skills
*Executive engagement : communication, presence and skills
Education and Experience:
• Location: Delhi
• Post ID: 31583082 delhi