Service Delivery Operations- ₹15 LPA-Contract
5 days ago
Work Location : Cessana Business Park, Bangalore
The Field Delivery Specialist (FDS) holds accountability and responsibility for case delivery management in the region for a designated Theatre:
- UKI, North, South, MEA TRC, SP, or Germany.
Aligned with the Quote-to-Cash (QTC) and Partner Business Support (PBS) components, the FDS:
- Owns, manages, and oversees the successful execution of Case-Based Component Delivery and Performance Management.
The role focuses on delivering an optimized and simplified experience for customers, partners, and stakeholders.
Key abilities include:
- Identifying automation opportunities and translating them into actionable digital use cases.
- Leveraging AI to implement solutions that drive efficiency and innovation.
The FDS will also play a critical role in deploying Cisco AI Assistant for Commerce and collaborating closely with Partners to enhance their self-sufficiency.
You will be part of the Commerce Operations EMEA organization, working in-person or through digital channels with peers across EMEA/global regions.
Main Responsibilities
- End-to-End Accountability for a designated EMEA Theatre and QTC/PBS Component Delivery:
- Case intake, management, prioritization, and escalation.
- Performance management and process improvements.
- Collaboration with:
- Regional Leaders, Theatre Teams, Partner Teams, and IBA Teams for case delivery.
- Regional Delivery Managers and Process Managers to implement process/policy/system changes and optimizations.
- Control Tower Reporting:
- Oversee operations and proactively manage vendor teams for timely case resolution.
- Performance Metrics Management:
- Regular checkpoints with Field Sales Leadership, including quarterly business reviews.
- Coordination of large ad hoc requests or projects, including capacity assessment and resolution planning.
Critical Skills & Profile
- AI Expertise:
- Proficiency in leveraging AI models to optimize internal productivity workflows.
- Operational Knowledge:
- Deep understanding of Cisco processes, policies, and cross-functional team alignment.
- Engagement at Leadership Level:
- Capability to collaborate and present effectively to Sales Leadership and stakeholders.
- Key Competencies:
- Service Delivery process and execution knowledge.
- Excellent analytical and data storytelling skills.
- Critical thinking and time management under pressure.
- Strong Communication:
- Ability to collaborate and present at all levels, ensuring clarity and execution of requests.
- Escalation Management:
- Expertise in handling escalations, including at the executive level.
- Accountability & Reporting:
- Strong focus on service delivery with advanced analytical and reporting skills to identify and resolve issues.
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