Description -
Job Summary
The Customer Delivery Manager (CDM) is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met, determining and monitoring initiatives to improve deal P&L, and helping customers obtain the optimum value of the contracted services
The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.
The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to customer success plan, and identify incremental revenue opportunities.
The CDM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations. The CDM develops and nurtures an excellent client relationship at the executive level along with the Account Manager.
Some responsibilities include, but are not limited to:
Formulates, oversees, and consistently evaluates the advancement of account strategies and plans, ensuring alignment with objectives and tracking progress effectively.
Nurtures senior management relationships with the customer, ensuring exceptional satisfaction.
Hires, leads, and provides managerial and technical expertise cross-functional teams, ensuring goal achievement for all in scope services across all towers and implementing corrective actions, wherever required.
Establishes and manages a robust sales pipeline by pursuing new prospects and expanding within current accounts through strategic prospecting, direct engagement, and in-person meetings.
Contributes innovative ideas and may lead large cross-functional teams, exercising independent ands customer needs at different levels to analyze delivery requirements and contribute to customer strategic business plan.
Manages operational and tactical issue judgment to solve unique and complex problems impacting the business.
Acts as a functional manager within area of expertise, developing strategy and setting functional policy and direction.
Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.
Education & Experience Recommended
Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 10+ years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field
Knowledge & Skills
Fluent English
German language knowledge is preferred
Service management certifications (e.g. ITIL, Six Sigma)
MS Office
Reporting tools /Data management
Analytics skills
Working relationships:
Customer representatives
Sales & Account Management teams
Contact Center Teams
Supply Chain Teams
Job -
ServicesSchedule -
Full timeShift -
Summarized Shift (Bulgaria)Travel -
25%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.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"