Service Delivery Manager with German and English

Service Delivery Manager with German and EnglishDescription -The CS Service Delivery Manager is responsible for managing remotely the operation of Managed Print Services for MPS 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 MPS agreement. He/she 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)Support Total Customer Experience management and achieve customer satisfaction targetsManage Change Orders and provide consulting to customer on new products and servicesManage forecasting and P&L on an account basis and maintain profitabilityTrack and capture data/metricsEducation (degree) and professional experience required:University or College degree+ 6 years of service delivery experience, ideally Outsourcing or Project Management or ConsultingExperience with Service Delivery Management and general customer handlingLeadership experienceClient facing experience (face-to-face or remote)Project management or project coordination experienceOther requirements:Strong German language skills (spoken and written)Strong 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 - preferredWe love our work environment and career growth journey. We think you will too:Inspirational and collaborative team that supports your growthVarious career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.)The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impactWhat do we offer:Additional medical insuranceLife insuranceAdditional days paid leaveFood vouchersWellness program (incl. Multisport cards)Work-life balance support including work from home opportunitiesWe’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.#LI-POSTJob -ServicesSchedule -Full timeShift -Summarized Shift (Bulgaria)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.