Service Delivery Manager, Workplace Resources
This role is onsite in our San Jose, CA office.
Workplace Resources (WPR) is looking for a dynamic Service Delivery Manager (Technical Services) for the Americas West Portfolio. This role would be based and report out of our San Jose campus. The ideal candidate will bring a strong background in technical facilities, engineering, or technical project management, with experience leading complex technical services and driving operational excellence. This is an exciting opportunity for an experienced technical leader looking to take the next step in their career.
What You’ll Do:
- Govern an FM Contract which ensures all Americas West locations have a maintenance, life cycle management strategy & engineering plan for technical assets (HVAC, Building Management Systems, etc.)
- You will partner with the worldwide team, and local leaders to deploy existing Cisco policies and procedures using your industry expertise and knowledge, ensuring owned and leased workplaces are safe & functional.
- Establish business relationships to better align current services today and ensure complete support of the business units as they constantly evolve and innovate.
The delivery of FM Hard services via outsourced Service Providers including:
- Contractual execution against existing critical metrics and SLAs
- Strategic Asset Opex & CAPEX Investment Plans, including due diligence, developing multi-year programs, prioritize work into projects, present/align the plan for the project teams to deliver.
- Driving continuous improvements in service levels, operating costs, energy & sustainability, quality and safety.
- Monitoring and Reporting on significant events impacting business operations.
- Budget & Spend Management, and prioritizing needs. Contract Variations, Work Order & Financial Approvals.
- Owning Business Continuity plans associated to FM Hard Services
Who You’ll Work With
Reports to Americas Workplace Services Leader. The WPR Delivery team provides local focus and relevance in various geographic regions including all real estate transactions, capital investment program management and facility maintenance, operation, EHS, and procurement. We partner with suppliers to ensure quality, innovation and scalability with Cisco's business and apply customer-driven feedback to continuously improve and exceed client and employee expectations.
Minimum Qualifications
- Bachelors in an engineering discipline, plus 5-10 years of facility management or related proven experience
- Proven experience leading facilities service delivery and performance management, including managing operational performance, SLAs/KPIs, risk, and service outcomes across complex environments.
- Strong technical knowledge of building systems and critical infrastructure, with the ability to understand and translate complex technical concepts for senior leaders and cross-functional teams.
- Demonstrated program/project management experience, including developing business requirements, building business cases, driving stakeholder alignment, and delivering complex initiatives from planning through implementation.
- Competent in financial analysis, budget management and modelling, large scale asset capital planning and feasibility studies.
Preferred Qualifications
- Experience managing large, complex, multi-site facilities portfolios.
- Experience in 24x7 data centers, R&D labs, network labs, or other critical infrastructure environments.
- Knowledge of MEP systems, HVAC, BMS/building controls, asset maintenance, and critical infrastructure.
- Experience with asset management, procurement, lifecycle management, equipment costing, and total cost of ownership.
- Experience with environmental compliance, sustainability, and renewable energy programs.
- Experience developing and executing asset management and procurement strategies.
- Professional certifications in engineering, facilities management, project/program management, or related disciplines.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $137,200.00 to $185,700.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
- 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
- Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
- .75% of incentive target for each 1% of revenue attainment up to 50% of quota;
- 1.5% of incentive target for each 1% of attainment between 50% and 75%;
- 1% of incentive target for each 1% of attainment between 75% and 100%; and
- Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$137,200.00 - $213,500.00Non-Metro New York state & Washington state:
$129,200.00 - $191,000.00* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.