Service Delivery Manager

About the role

Cisco Customer Experience (CX) is looking for a Service Delivery Manager in Turkey, working in a hybrid setup with up to 25% travel. As the primary delivery leader and point of contact for assigned customer accounts and territories, you will develop and run service delivery plans, coordinate resources and ensure contracted services are delivered on time and within budget.

Key responsibilities

• Own delivery financial health, including margin, revenue and level of effort (LOE), and lead financial approvals in CPQ to protect profitability
• Work with Customer Experience Managers, Sales and cross-functional delivery teams to drive customer priorities and mitigate delivery risks
• Lead quarterly business reviews (QBRs)
• Integrate AI and automation tools into delivery workflows, optimize resource allocation and turn performance metrics into renewals

Required profile

• Bachelor's degree in a relevant field with 8+ years of experience in service delivery or technical program management, or equivalent experience
• Proven track record leading multi-account service delivery, capacity planning and financial performance (margin, revenue, LOE, CPQ approvals)
• In-depth knowledge of Cisco's product, software and services portfolio, with experience driving adoption and expansion
• Professional project or service management certification (e.g. PMI/PMP or ITIL)

Preferred qualifications

• Technical certifications such as CCNA/CCNP
• Experience presenting financial metrics and performance insights in QBRs and executive forums
• Experience implementing process improvements and using AI or automation tools