MPS and MDS Service Delivery Manager with Czech and Slovak languages

MPS and MDS Service Delivery Manager with Czech and Slovak languagesDescription -The HPWS offers Managed Services & Solutions to Enterprise and Corporate customers combining HW, Supplies, Financing and Services in a Managed Print Services (MPS) and MDS (Managed Device Services) offering. The Managed Services Business is expanding and is a strategic growth area to HP.Job scope/summary: The Managed Services Service Delivery Manager is responsible for managing the operation of Managed Print Services (MPS) and MDS (Managed Device Services) Customers finding proper balance between customer satisfaction and profitability for HP. Over the life of the contract the SDM will manage scope and quality of service according to the contractual agreement. The SDM is the single point of contact (SPOC) for the customer in case of operational queries and escalations as well as for contractual changes.Job specifics/responsibilities:Be the single point of contact for the customer managing change requests and customer queriesManage day-to-day operation and assume responsibility for all service levels to be delivered to customerProactive elevation and escalation managementPrepare, lead and manage operational account reviewsCoordinate all relevant resources (internal/external partners)Manage Change Orders and provide consulting to customer on new products and servicesManage forecasting and maintain profitabilityIdentifies incremental revenue opportunities.Track and capture data/metricsWorking relationships:InternalClient Managers, Sales, Process Engineers, Business AnalystsExternalHP Customers, Partners, Contact Center teams, SuppliersEducation (degree) and professional experience required:University or College degree> 2 years of service delivery experience, ideally Outsourcing or Project Management or ConsultingExperience with Service Delivery Management and general customer handlingClient facing experience (face-to-face or remote)Project management or project coordination experienceOther requirementsStrong English language skills (spoken and written)Personal skills and qualities:Customer orientedExcellent team playerStrong organizational and interpersonal skillsStrong communication and leadership skillsConfident telephone mannerStrong collaboration, influence and negotiation skills in cross-functional teamsAbility to interact comfortably with all levels of customer managementAbility to manage conflict and complex situationsUnderstand and drive Profit & Loss on an engagement levelAbility to apply business acumen and results driven attitudeReliable, fast learner and well organized person with a flexible and responsive attitudeComfortable to work in a remote, virtual environmentAbility to easily adapt to organisational and structural changesProcess and Methodology focusedTechnical skills (procedures and documents the employee has to be acquainted with):MS Office applicationsProject Management Methodologies - desirableITIL foundation, processes & tools knowledge – desirableMS process and technology knowledge and background - preferredJob -ServicesSchedule -Full timeShift -No shift premium (Czechia)Travel -Relocation -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.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