Global Service Delivery ManagerDescription -Responsibilities:Act as the global lead for service delivery activities for the assigned set of accountsEnsure Customer SLA is met within timelines and in a cost effective mannerEnsure excellent Customer satisfaction and develop senior management relationships.Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.Develops & manages account service delivery plan. Contributes to strategic account plan.Negotiates with and manages 3rd party vendors contributing to contractual requirements.Identifies incremental revenue opportunities and supports pursuit activities.Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.Contributes to knowledge management capture, documentation & publication to drive organizational maturity.Education and Experience Required: First Level University Degree or equivalent combination of education and experience.3 - 8 years relevant business experience.Multi cultural and x-country experience desired ITIL/ITSM experience.Knowledge and Skills: Proficiency in both English and Mandarin.Ability to build & manage strong customer relationship at the senior level.Strong communication and escalation management skills.Process engineering and project management skills.Crisis & conflict management.Ability to proactively & effectively manage risk on medium to high risk projects.Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.Ability to develop & present high impact message to senior level management.Excellent communication skills: verbal, written & presentation.Industry sector knowledge (finance, manufacturing, etc.).Job -ServicesSchedule -Full timeShift -No shift premium (China)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
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