Service Delivery Manager

Service Delivery ManagerDescription -The Service Delivery Manager is a direct client contact position responsible for leading delivery of in- scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met. The SDM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. The SDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The SDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities. The SDM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The SDM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations. The SDM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.Responsibilities Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.Contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication.Manages expense/cost target commitments for all service delivery requirements implementing & monitoring expense control.Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans.Ability to effectively and proactively manage risk for low risk projects.Supports AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.Contributes to account service delivery plan.Identifies incremental revenue opportunities.Assures compliance with HP and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes.Acts as a team or project leader for small and medium AST/delivery teams by providing managerial and technical direction.Education & Experience RecommendedFirst Level University Degree or equivalent combination of education and experience.1 -3 years relevant industry experience.ITIL/ITSM knowledge.Preferred CertificationsNAKnowledge & Skills•Ability to build & manage strong customer relationship.Influence & negotiation skill.Ability to apply business management & financial concepts to analyze business needs.Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.Ability to understand & analyze an issue or problem to implement a corrective action plan Applies appropriate technical knowledge and methods to resolve business issues.Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support.Ability to proactively & effectively manage risk on low to medium risk projects.Consistently applies Quality & Continuous Improvement Plans.Ability to develop & present high impact message to customer.Industry sector knowledge (finance, manufacturing, etc.).Crisis & conflict management.Impact & Scope Acts as SDM in small to medium engagements.Leads a small to medium size AST/delivery team.Works at local or regional level.ComplexityLimited number of countries involved.Limited delivery portfolio.Standard delivery methodology.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.Job -ServicesSchedule -Full timeShift -No Shift premium (Philippines)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