Service Delivery Manager with German

Service Delivery Manager with GermanDescription -The responsibilities of the Service Delivery Manager (SDM) are to provide a dedicated support contact for global contractual customers in regards of the ongoing operations throughout the deal lifecycle. The SDM applies subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. The SDM 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 SDM has the ability to handle unique situations.Job specifics/responsibilities:Owns customer operational relationship, develops & nurtures to excellent customer satisfaction.Grows understanding of customer at local & country level to analyze delivery requirements & contributes to customer strategic business planActs as a contact for operational & tactical issuesDrives onboarding setup for new contractsDevelop a very close working relationship with (country/region) delivery teams, attending all internal/external reviews when requiredTakes ownership of complaints/escalations works to satisfactory resolutionManages performance metrics, reporting, escalation & communicationMay act as a process owner of specific customer processesBuilds and presents to customers quarterly business reviews in accordance with the contractual agreementProvides proper data quality controlAnalyzes trends for quality or service delivery issuesEnsures proper follow-up with service delivery partners and cross-functional teams in case of escalations and collaborates until satisfactory resolution is achievedManages Supplier relationship if requiredWorks under own initiative and takes ownership of issues, ensuring best in class support to the contractual customersKey deliverables/accountabilities:HP procedures/policies are strictly followedTimely communicationBusiness reviews produced and delivered on timeComplaints & Escalations solved to customer’s expectations & satisfactionProcesses are documented and recorded where relevantAnalysis of activities contributing to KPI improvementProactive and customer centric approachEducation (degree) and professional experience required:Typically, a Bachelor's degree in a business discipline or equivalent experience1 - 3 years relevant industry experience.ITIL/ ITSM knowledgeSkills and qualities:Fluent in written and verbal German & EnglishAbility 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.Consistently applies Quality & Continuous Improvement PlansIndustry sector knowledge (IT, finance, manufacturing, etc.).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 playerDetail oriented personMicrosoft Knowledge: Excel, PowerPoint, Word, OutlookStrong Excel skillsKnowledge of ITIL/ITSMAbout HP You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.Our history: HP’s commitment to diversity, equity and inclusion – it's just who we are.From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!Job -ServicesSchedule -Full timeShift -Summarized Shift (Bulgaria)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