Services Manager

Meet the team:

We are seeking a skilled Service Delivery Manager with 5+ years of experience to join our Information Security team in India. The role requires the SDM to oversee service operations and manage cross-functional teams to meet performance targets. With a focus on continuous improvement, they should implement best practices and innovative solutions to optimize service delivery processes. By monitoring key performance indicators and addressing any issues promptly, they should uphold the highest standards of customer satisfaction and drive operational excellence across the organization.

Your Impact:

- Lead and manage the service delivery team to ensure effective and efficient service delivery.
- Drive service improvement initiatives to enhance customer satisfaction.
- Develop, implement, and maintain service management processes and standards.
- Closely monitor service performance and ensure adherence to Service Level Agreements (SLAs).
- Collaborate with cross-functional teams to ensure seamless service integration.
- Manage client relationships and serve as the primary point of contact for service-related issues.
- Conduct regular service reviews with clients, providing performance updates and discussing improvements.
- Identify and manage risks related to service delivery.
- Allocate resources to ensure optimal service delivery and cost efficiency.
- Prepare and present service delivery reports to senior management and clients.
- Lead problem management and root cause analysis initiatives.
- Coordinate and oversee service transition processes for new clients or services.
- Establish and maintain service delivery documentation and knowledge bases.
- Drive innovation in service delivery through adopting industry best practices and emerging technologies.
- Ensure compliance with all relevant regulatory and contractual requirements.
- Plan and execute service delivery training programs for team members.
- Manage budgets and financial aspects of service delivery projects.
- Address and resolve client escalations and complaints efficiently.
- Support strategic planning and decision-making processes related to service delivery.
- Foster a culture of continuous improvement within the service delivery team.

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.

Disclaimer

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- be in direct response to an application you have submitted through the company career site
- begin with screening or an interview
- originate from a Cisco email address, and
- be conducted across email, phone, or WebEx

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