Customer Delivery manager
Description -
Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.
Responsibilities:
- Develops and nurtures senior mgmt relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
- Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Negotiates with and manages 3rd party vendors contributing to contractual requirements.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation & publication to drive organizational maturity.
Education and Experience Required:
- First Level University Degree or equivalent combination of education and experience.
- 3 - 8 years relevant business experience.
- Multi cultural and x-country experience desired ITIL/ITSM experience.
Knowledge and Skills:
- Ability to build & manage strong customer relationship at the senior level.
- Strong influence & negotiation skill.
- Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
- Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
- Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
- Ability to proactively & effectively manage risk on medium to high risk projects.
- Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
- Ability to develop & present high impact message to senior level management.
- Excellent communication skills: verbal, written & presentation.
- Industry sector knowledge (finance, manufacturing, etc.).
- Crisis & conflict management.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (India)
Travel -
25%
Relocation -
No
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
