Customer Delivery Manager

Description -

Job Summary

The Customer Delivery Manager (CDM) is a client-facing leader responsible for overseeing the delivery of all high-value, in-scope contracted services across multiple service delivery towers. This role ensures that performance objectives and financial commitments are consistently met, identifies and drives initiatives to improve deal profitability (P&L), and works closely with customers to help them realize the full value of the contracted services.

The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, defines with the customer a Customer Success Plan, and identifies incremental revenue opportunities along the duration of the contract.

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

The Customer Delivery Manager (CDM) acts as the single point of accountability for service delivery within each account, ensuring all contractual commitments and service level agreements (SLAs) are met. As the primary contact for both the client and HP delivery teams, the CDM manages all operational and tactical service-related matters.

The CDM develops and nurtures an excellent client relationship at the executive level along with Account Manager.

Responsibilities

• Manages day-to-day deal operation and assumes responsibility for all service levels to be delivered to customers, leading the resolution of incidents and coordinating customer service requests.
• Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence
• Monitors service performance, satisfaction, and financial signals to keep accounts stable and thriving. Lead the resolution of escalations fast and effectively.
• Steer the financial health of managed services maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans.
• Generate cost and revenue projections to support the Flash forecasting cycle.
• Supports Total Customer Experience management and achieves customer satisfaction targets
• Identifies upsell and cross-sell opportunities and hand them over to Sales.  
• Create, maintain and improve customer success plans, reporting success KPIs in the Value Reviews, showcasing impact, align on strategic priorities, and turn operational data/KPI into strategic advantage.
• Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customers

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in ITIL/ITSM, business, customer facing role, support delivery, or related field.

Preferred Certifications
NA

Knowledge & Skills
NA
 

Cross-Org Skills

• 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

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

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.

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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"