Global Service Delivery Manager

Global Service Delivery ManagerDescription -Leading all aspects of delivery to a Global Managed Print Service Client with large annual revenues Supervising a multi-faceted team of technical and non-technical support people with a high focus on best in class service support. Responsible for supervising major incident escalations, new & BAU projects, software and solution resolution by driving the team to resolve all incidents in a timely and successful manner. Applies six sigma methodologies and drives an ITIL structure and terminology demonstrating market awareness, customer retention and supports business growth. Develops cross functional working relationships and networks at all levels to drive timely resolutions, motivated people and strong team management.Role Accountabilities / Responsibilities:Ownership of the Service deliveryAbility to hire, mentor, supervise and ensure performance of a teamProvide best in class service support structure to support customer needsCommunication - Ensuring high levels of verbal and written documentation to the clientWorks with CSM(s) to drive tighter cost model to deliver margin growthCreating and maintaining processes / documentation using six sigma principlesIdentifies and develops new opportunities on current projectSupports qualification and opportunity assessment for large and moderately complex opportunitiesWorking in partnership with Customer Success Managers assist in developing our strategic accounts, always looking for up or cross sell opportunitiesManages client relationshipsFrequently represents the organization to external customers/clientsSupervisor to internal and external resources with a team size less than 15 peopleProvides performance review input and indication of area of development for team membersEducation and Experience Required:Bachelors Degree or equivalent combination of education and experienceSome relevant Client Management experience & 3-5 (3 years for intermediate level) years industry experience preferredDemonstrable capability for managing a portfolio of Annuity Services contractsExperience in developing customer relationships including good negotiation, presentation and communication skillsExperience in localized revenue dealsITIL v3 Foundation or aboveProven track record in facilitating virtual teams, ability to influence decisions that benefit HPI or the customer, able to work across organizational boundaries, dealing with ambiguity and setting up internal networksKnowledge & Skills:Growth mindsetEvidence of successfully escalating and managing risk to deliver successful outcomes.Experience in developing project status reports and providing management reports to Executive board level stakeholdersExperience and evidence of strong project planning monitoring and controlExperience of supervising multi-functional delivery teams, in similarly complex environmentsEvidence of strong client up-skilling and knowledge transfer capabilityJob -ServicesSchedule -Full timeShift -No shift premium (United Kingdom)Travel -Not SpecifiedRelocation -Not SpecifiedEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.