Inside Service Delivery Manager with German/French

Inside Service Delivery Manager with German/FrenchDescription -The responsibilities of the Inside Service Delivery Manager (iSDM) for Priority Services are to provide a dedicated support contact for Priority Management accounts and to support the local SDM with day-to-day operational activities, open case report, escalations, and monthly reporting activities. The inside SDM will provide service delivery reporting for their specific HP Priority Management accounts as well as the Inside SDM will provide support on open cases not being resolved in a timely manner. Job specifics/responsibilities:Analyzing trends in reports for quality or service delivery issuesResponsible for 1LS escalationsMaintaining customer facing reports in accordance with the Priority Management serviceProviding proper data quality controlEnsuring proper follow-up with local SDM in case of escalations and work to ensure satisfactory resolutionSharePoint activities and shared mailbox ownership in regard to the business needsResponsible open case reportMonthly reportingEnsure a close working relationship with local SDM and HP service delivery teams and partners.Work under own initiative and take ownership of issues, ensuring best in class support to the Priority Management AccountsDevelop a very close working relationship with (country/region) delivery teams, attending all internal/external reviews when requiredTake ownership of all complaints/escalations as assigned by the SDM and work to satisfactory resolution Key deliverables/accountabilities:Reports are produced and delivered on timeComplaints & Escalations solved to customer’s expectations & satisfactionProcesses are documented and recorded where relevantAnalyzing activities contributing to KPI improvement Education (degree) and professional experience required:Typically, a Bachelor's degree in a technical or business discipline or equivalent experience and a minimum of 1-2 years of related experienceMay include highly experienced individuals performing entry-level equivalent work who are non-degreed or degreed in an unrelated field1-2 years of experience in a similar role Other requirements:Fluent in written and verbal German/FrenchFluent in written and verbal English Personal skills and qualities:Strong analytical and summarizing skillsVery good communication skills – outgoing, natural communicator; Good presentation skillsAdherence to strict timelinesProactive in highlighting issuesDetail oriented personAbility to operate effectively within a virtual (cross-cultural) teamSelf-motivating and able to work as part of a Remote/Virtual team; Team player Technical skills:Share point creation and management.PC Knowledge: Excel, Databases, PowerPoint, OutlookStrong Excel skills – Macro creation is plusKnowledge of ITIL Foundations is a plusWe love our work environment and career growth journey. We think you will too:Inspirational and collaborative team that supports your growthVarious career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.)The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impactWhat do we offer:Additional medical insuranceLife insuranceAdditional days paid leaveFood vouchersWellness program (incl. Multisport cards)Work-life balance support including work from home opportunities* This is a temporary position. We’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 -NoEqual 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.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement