[Hiring] Customer Delivery Manager @HP

Role Description

The Customer Delivery Manager (CDM) is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met, determining and monitoring initiatives to improve deal P&L, and helping customers obtain the optimum value of the contracted services.

The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.

The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to customer success plan, and identify incremental revenue opportunities.

The CDM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations. The CDM develops and nurtures an excellent client relationship at the executive level along with the Account Manager.

Qualifications

• Bachelor or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically, has 5+ years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
• Fluent German/ French/ Spanish/ Portuguese (both verbal and written).
• Fluent English (both verbal and written).

Requirements

• Effective Communication.
• Results Orientation.
• Learning Agility.
• Digital Fluency.
• Customer Centricity.
• Strong collaboration, influence and negotiation skills in cross-functional teams.
• Ability to manage conflict and complex situations.
• Ability to apply business acumen and results driven attitude.
• Comfortable to work in a remote, virtual environment.
• Process and Methodology focused.

Benefits

• Full time schedule.
• Standard Shift (Bulgaria).

Working Relationships

• Customer representatives.
• Sales & Account Management teams.
• Contact Center Teams.
• Supply Chain Teams.

Technical Skills

• Service management certifications (e.g., ITIL, Six Sigma).
• MS Office.
• Reporting tools / Data management.
• Analytics skills.