Service Delivery Manager

Tektora; England; Hybrid; GBP 60,000 - 65,000; Full time

Job description

Tektora is hiring on behalf of our client: Service Delivery Manager (Cisco Services) Permanent | £60,000–£65,000 Farnborough, Reading & Client Sites | UK Sole National, SC Security Clearance required

Are you a seasoned Service Delivery Manager with a passion for customer success and operational excellence? Tektora is proud to partner with a leading organisation to find a skilled professional who will be the driving force behind service excellence for Cisco’s Expert Care customers.

About the Role As a Service Delivery Manager, you’ll play a pivotal role in delivering world-class technical support services. Acting as the key liaison between Cisco’s expert delivery teams and the end client, you’ll manage day-to-day operations, drive incident resolution, and ensure consistent service performance.

You’ll lead customer engagements, manage escalations, and build trusted relationships across multiple stakeholder groups. This is an exciting opportunity for someone with strong coordination skills, in-depth service delivery experience, and a solid understanding of Cisco’s offerings.

Key Responsibilities

1. Serve as the primary point of contact for up to five Cisco Expert Care customers.
2. Oversee the delivery of services including Partner Capability Management (PCM), Technical Service Operations Management (TSOM), and legacy Cisco support models.
3. Coordinate technical resources (e.g., Consulting Engineers, Learning Advisors, Asset Managers) to maintain seamless service delivery.
4. Own and manage the entire incident lifecycle, acting as an escalation point and ensuring timely, transparent resolution.
5. Conduct post-incident reviews, identify trends, and drive continuous improvement initiatives.
6. Lead and contribute to Quarterly Business Reviews (QBRs), demonstrating service value and fostering strategic partnerships.
7. Collaborate closely with Cisco account teams and internal delivery units to ensure customer satisfaction and contractual compliance.
8. Identify service risks early, implement mitigation plans, and maintain KPIs/SLAs.

What We’re Looking For

1. Proven experience in service delivery, technical account management, or customer success roles.
2. Strong working knowledge of Cisco technologies, services, and escalation processes.
3. Exceptional stakeholder management and communication skills.
4. Calm and confident when managing escalations and high-pressure situations.
5. Capable of juggling multiple priorities and customers in a fast-paced environment.
6. ITIL certification or familiarity with enterprise support frameworks is a plus.

Work Environment

1. Flexible remote or hybrid working model.
2. Occasional on-site presence at customer locations.
3. Deep collaboration with Cisco delivery teams — strategic partnership at the core.

Ready to take the lead in delivering excellence? Apply now or get in touch with Tektora to learn more about this opportunity.