Trilyon, Inc. | Service Delivery Operations- ₹15 LPA-Contract | bangalore

2 days ago

bangalore, India Trilyon, Inc. Full time

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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