Regional Service Delivery Manager

Regional Service Delivery ManagerDescription -JOB SUMMARYService Delivery Manager (SDM) leads end to end the MPS and/or MDS delivery for the assigned account portfolio, maximizing operational efficiency, customer satisfaction and retention.KEY RESPONSIBILITIESSupport pursuit by providing optimized deal delivery solution, cost structure and delivery risk.Participates in SOAR reviews, opinions or DART approvals, as/when required.Support country/market delivery model enhancement initiatives.Accountability of achievement of Customer Delivery SLA and related service improvement plans when needed (coordinating in the background with relevant functions).Conducts or supports  internal TCE reviews, root cause analysis and remediation planning.Work closely with CSMs / Sales Leadership to ensure supporting of profitability goals.Develop and execute country MPS and/or MDS service delivery strategy for the year in alignment with Global Category and F&C teams on Print Services  Business Priorities and Plans.Manage OSAs deployed on specific accounts.Accountability on CS cost and delivery against Customer SOW.Drive efficiency to lower cost with appropriate innovation of the Delivery Process and in tandem with CS global/ regional developments.Engage with and coordinate Suppliers and Partners for delivery related activities.Manage the CS Services Delivery capabilities and resources to the appropriate levels to maintain a good balance between cost, competitiveness and customer satisfaction.Ensure MPS/MDS operations meet or exceed all relevant scorecards ( ex : Silent Device/ SNI/Break-fix/Billing).Manage customer escalations and incidents.Ensure asset management and fleet accuracy across the portfolio.Analysis of contract delivery deviations and mitigates risk to client and HP.Ensure MPS/MDS business delivery and operations conforms to HP SOBC and MPS business operations policies.Support account renewals for new devices.Attend internal & external Account Business Reviews End of Term and Embedded Lease Variance Management support. Work with CSM/Pursuit team to pro-actively position renewals with a compelling business case. Support business team will all required delivery analysis for the renewal exercise.SkillsCustomer Relationship Management Escalation Management Leadership and Coordination (Ops Mgmt) Analytical Problem Solving Conflict resolutionKnowledgeBusiness & Financial AcumenITIL foundation, process and tools knowledgeIndustry, Mega Trends awarenessMPS/MDS Ecosystem & HP’s value propBuilding & Executing Strategic growth plansJob -ServicesSchedule -Full timeShift -No shift premium (India)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