CX Service Delivery Manager, SP

Location: Saudi

Travel – Up to 10% local Travel

Meet the Team

You will be a CX Delivery Manager for a high-profile Service Provider account in Saudi. You will work directly with the Customer Experience Leader’s, Customer Experience Manager’s, Cisco Account Team, delivery team members, project managers, architects, engineers, etc. You will also work directly with Customer team members, including Leaders, architects, and Engineers who are part of the world's most innovative network and cloud business!

Your Impact

You will be responsible for a program of services covering CX Professional Services. You will provide leadership and oversight to ensure services are delivered on-time, within budget, and with high quality while achieving customer satisfaction. You will align with the Customer Experience Leader and Customer Experience Manager to understand the customer’s Technical Adoption Plan and end-to-end customer plan to understand and align on opportunities to collaborate with Customer Experience resources to help drive customer adoption of Cisco Services, Software, and Products. While the role is an individual contributor role you will lead a matrix team of resources assigned to the various projects and services to provide vision, strategy, governance, and business objective alignment. You will facilitate proper communication with the customer to communicate the value of delivered services within the program. You will be the first point of escalation for components of the program working with Project Managers to ensure customer satisfaction!

• Supervise large multiple customer facing projects.
• Participate in the preparation of proposals and agreements.
• Coordinate project staff including project engineers, vendors, partners and subcontractors.
• Assist in scoping of new services and validating quoted scope aligns with communicated activities and services.
• Present service business value to customers for new or existing business
• Identify risk issues and develop a risk response strategy at the program level
• Lead the execution of contract Change-Management process at the program level
• Be accountable for the Project(s) Budget.
• Act as a mentor and first point of escalation to Project Managers
• Lead partner/subcontractor delivery and commercials
• Find opportunities for additional business, provide input to presales evaluation, requirements gathering, and renewals
  
  

Minimum Qualifications

• Requires BS/BA degree or equivalent plus a minimum of 10 years related experience in networking/telecommunications industry OR at least 10 years leading IT & Telco projects in Service Delivery role.
• Leadership skills and experience working with large project teams and strategic account teams.
• Native or fluent Arabic and fluent English skills, both in speaking and writing
• Successful demonstration of managing large scale budget or P&L
• Knowledge of any of the following technology families: Routing & Switching, Service Provider Networking, Data Center Switching, or Network Security.
  
  

Preferred Qualifications

• Completed significant part of formal Project Management training program, ideally PMP or Prince 2 qualified.
• Have good knowledge of the sales process including risk assessment and scoping.
• A good grasp of legal issues with contracts.
• Strong negotiation and presentation skills.
  
  

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. Simply put – we power the future.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.