Service Delivery Manager with English and Spanish (Temporary position)

Service Delivery Manager with English and Spanish (Temporary position)

Description -

Job scope/summary:

The RMC 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 queries
• Manage day-to-day operation and assume responsibility for all service levels to be delivered to customer
• Proactive elevation and escalation management
• Prepare, lead and manage operational account reviews
• Coordinate all relevant resources (internal/external partners)
• Support TCE management and achieve customer satisfaction targets
• Manage Change Orders and provide consulting to customer on new products and services
• Manage forecasting and P&L on an account basis and maintain profitability
• Track and capture data/metrics

Working relationships:

Internal:

• EMEA MS Management
• Sub-Region and Country Business Managers
• MS Country Delivery Organizations
• MS Delivery Operations
• MPS Support Teams
• CSS EMEA Organization
• MPS Business Analysts

External:

• MPS customers
• MS Partners
• MS Suppliers
• Sub-Contractors for HP services

Education (degree) and professional experience required:

• University or College degree
• > 2 years of service delivery experience, ideally Outsourcing or Project Management or Consulting
• Experience with Service Delivery Management and general customer handling
• Leadership experience
• Client facing experience (face-to-face or remote)
• Project management or project coordination experience

Other requirements

• Strong English language skills (spoken and written)

Personal skills and qualities:

• Customer oriented
• Excellent team player
• Strong organizational and interpersonal skills
• Strong communication and leadership skills
• Confident telephone manner
• Strong collaboration, influence and negotiation skills in cross-functional teams
• Ability to interact comfortably with all levels of customer management
• Ability to manage conflict and complex situations
• Understand and drive Profit & Loss on an engagement level
• Ability to apply business acumen and results driven attitude
• Reliable, fast learner and well organized person with a flexible and responsive attitude
• Comfortable to work in a remote, virtual environment
• Ability to easily adapt to organisational and structural changes
• Process and Methodology focused

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office applications
• Project Management Methodologies - desirable

• ITIL foundation, processes & tools knowledge - desirable
• MS process and technology knowledge and background - preferred

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -
Services

Schedule -
Full time

Shift -
Summarized Shift (Bulgaria)

Travel -

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.

If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement