Service Delivery Manager (Cisco Webex)

Position Summary:
The Service Delivery Manager (Cisco Webex) is responsible for overseeing the delivery of high-quality collaboration services using Cisco Webex. The role involves managing day-to-day operations, ensuring service levels are met, and driving continuous improvement in service delivery. Experience in transitioning systems to Microsoft Teams will be considered a significant advantage.

Responsibilities:

• Service Management: Oversee the delivery and support of Cisco Webex services to ensure they meet or exceed agreed service levels.
• System Administration: Manage the configuration, maintenance, and troubleshooting of Cisco Webex platforms.
• Transition Projects: Lead and support projects involving the transition from Cisco Webex to Microsoft Teams, ensuring minimal disruption to users and maintaining service continuity.
• Stakeholder Engagement: Act as the primary point of contact for internal stakeholders regarding service delivery issues and improvements.
• Performance Monitoring: Regularly monitor and report on service performance, identifying areas for improvement and implementing solutions.
• Vendor Management: Collaborate with vendors and third-party providers to ensure services are delivered in line with contractual agreements and company standards.
• Training and Support: Provide training and support to end-users to enhance their use of Cisco Webex and Microsoft Teams.
• Documentation: Maintain comprehensive documentation of service delivery processes, system configurations, and transition plans.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery, user satisfaction, and operational efficiency.