Customer Delivery Manager

Customer Delivery Manager

Description -

Job Summary:
• This role is responsible for fostering exceptional customer satisfaction through ownership of operational relationships, managing risks, and driving SLA delivery. The role leads teams and solves complex issues, contributing to strategic growth and seamless service delivery. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.

Responsibilities:
• Develops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.
• Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication.
• Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed.
• Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions.
• Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions.
• Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications.
• Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations.
• Drives alignment around business review meetings, regular reporting intervals, structures, and cadences.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended:

•    Bachelor’s degree, preferably with a master’s degree relevant to Services.
•    Typically, 12+ years to demonstrate mastery of Service Business Management, specifically in the MPS services.
•    Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

Preferred:
•    Knowledge of HP Printing products. 
•    PMP and L6s certified and practitioner.  
•    Process improvement with demonstrated results. 

Knowledge and Skills: 
•    Track record of successful services operation management and prevention of escalations.
•    Prior experience working face-to-face with HP MPS customers in the services industry.
•    In-depth and broad knowledge of company organization, functions, culture, HPS services portfolio, routes to markets, and end to end processes.
•    Process improvement with demonstrated results
•    Highly developed problem-solving abilities.
•    Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressure situations. Strong skills in exercising independent judgment.
•    Ability to correctly design reports and interpret their output.
•    Highly developed project/ program management and change management skills. Solid understanding of business planning methods and business acumen.
•    Excellent presentation skills. Highly developed negotiation/ influencing skills.
•    Minimum of 8 years of experience managing MPS processes and tools. 
•    Problem detection and analysis of root cause with strong experience in creating improvements to promote sustainable improvement, minimum 3 years. 
•    High-level organization, project management, sense of urgency, and attention to detail skill set. 
•    Excellent communication skills to handle difficult conversations with demanding customers in English. 
•    Solid Excel skills and knowledge of MPS service tools (e.g. DCC, CDAX, Dart, Fleet Ops, SharePoint) 
•    Understand the leasing concept and HP processes (Buy out, early terminations, and returns) 
•    In-depth knowledge of company organization and policies, HP's services offerings, end-to-end processes, tools, and routes to market. 
•    Demonstrate knowledge of how CS can impact contractual SLAs and cost in Delivery
•    Demonstrate high emotional IQ
•    Demonstrate ability to influence key stakeholders

Disclaimer:
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

The pay range for this role is $93,400 to $143,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 11 paid holidays

• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United States of America)

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"