DaaS (Device as a Service) Service Delivery Manager

DaaS (Device as a Service) Service Delivery ManagerDescription -Job Description:The DaaS (Device as a Service) Service Delivery Manager (SDM) applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to senior SDMs.Job specifics/responsibilities:Develops and nurtures senior mgmt relationships with the customer.Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.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.Ability to effectively and proactively manage risk for medium to high risk projects.Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.Develops & leads activities related to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.Develops & manages account service delivery plan. Contributes to strategic account plan.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.Key deliverables/accountabilities:Acts as SDM for contractual customers.Works at regional & WW levelContractual SLA performanceManages delivery cost within budgetCustomer SatisfactionCashflow, Invoicing, POs, Accounts Receivable, Accounts PayableWorking relationships:InternalClient Managers, Sales, TTM, Process Engineers, Business Analysts, SOM, RMC agents,ExternalHP customers, partners, Contact Center teams, suppliersEducation (degree) and professional experience required:First Level University Degree or equivalent combination of education and experience.8 - 12 years relevant business experience.Multi-cultural and x-region experience desired ITIL/ITSM experience.Other requirements:Fluent EnglishOther languages would be an assetIndustry sector knowledge (IT, finance, manufacturing, etc.)Crisis & conflict managementKnowledge and Skills: Ability to build & manage strong customer relationship at the executive level.Excellent influence & negotiation skill.Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.Applies appropriate technical knowledge and methods to resolve very complex business issues Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support.Ability to proactively & effectively manage risk on high to very high risk projects.Coaches & mentors experts & specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.Ability to develop & present high impact message to executive level management.Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry events.Industry sector knowledge (finance, manufacturing, etc.).Crisis & conflict management.Technical skills (procedures and documents the employee has to be acquainted with):MS OfficeReporting tool /Customer CRM/ Data managementWe’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.Job -ServicesSchedule -Full timeShift -Summarized Shift (Bulgaria)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.