Inside Account Delivery Manager with German/French/SpanishDescription -Job scope/summary:The Inside ADM applies subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. The responsibilities of the Inside ADM are to provide a dedicated support contact for global contractual customers in regards of the ongoing operations throughout the deal lifecycle. The Inside ADM works on problems of diverse complexity and scope. May provide direction and coordination to cross-functional teams and facilitate information validation and decision-making process to resolve issues. The Inside ADM can handle unique situations. May seek advice to make decisions on complex business issues.Job specifics/responsibilities:Understands customer at local, country, region & WW level to analyze delivery requirementsActs as a contact for operational & tactical issuesEnsures the performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plansManages performance metrics, reporting, escalation & communicationProvides proper data quality controlAnalyzes trends in reports for quality or service delivery issues and develops corrective action plansContributes to account service delivery planTakes ownership of complaints/escalations works to satisfactory resolutionMay act as a process owner of specific customer processesEnsures proper follow-up with cross-functional teams in case of escalations and works to ensure satisfactory resolutionEnsures a close working relationship with local counterparts and HP regional service delivery teams and partners, attending all internal/external reviews when requiredManages Supplier relationship if requiredWorks under own initiative and take ownership of issues, ensuring best in class support to the contractual customersEducation (degree) and professional experience required:Typically, a Bachelor's degree in a business discipline or equivalent experience and a minimum of 1-2 years of related experience1 -3 years relevant industry experienceITIL/ ITSM knowledgeApplies Quality & Continuous Improvement PlansOther requirements:Fluent in written and verbal German/French/SpanishFluent in written and verbal EnglishPersonal skills and qualities:Ability to build & manage strong customer relationshipInfluencing & negotiation skillsAbility to apply business management & financial concepts to analyze business needsAbility to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills.Ability to understand & analyze an issue or problem to implement a corrective action planAbility to lead cross cultural, cross tower & cross business communication for effective & efficient customer support.Proactive management of activitiesAbility to operate effectively within a virtual (cross-cultural) teamSelf-motivating and able to work as part of a Remote/Virtual team, Team playerTechnical skills (procedures and documents the employee has to be acquainted with):Share point creation and managementPC Knowledge: Databases, PowerPoint, OutlookStrong Excel skillsKnowledge of ITIL Foundations is a plusWhat do we offer:Additional medical insuranceLife insuranceAdditional days paid leaveFood vouchersWellness program (incl. Multisport cards)Work-life balance support including work from home opportunities* *Please be informed that this is a temporary positionWe’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.#LI-POSTJob -ServicesSchedule -Full timeShift -Summarized Shift (Bulgaria)Travel -Not SpecifiedRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
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