Customer Delivery Manager

• Lead the resolution of incidents, coordinate customer service requests, and ensure Service Level Agreements (SLA) are consistently met.

• Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence

• Understand customer demand requirements, review supply status, and risks. Track progress with Supply Chain

• Monitor service performance, satisfaction, and financial signals to keep accounts stable and thriving.

• Safeguard customer trust. Lead the resolution of escalations fast and effectively. By analyzing trends and coordinating with delivery teams, prevent future risks and drive long-term account stability

• Manage Requests for Change (RfC) lifecycle and implement changes to the contract when approved

• Manages revenue forecasting, expense/cost targets for all service delivery requirements. Steer the financial health of managed services by maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans.

• Unlock value for the customer and the business. Dive into cost drivers, analyze usage patterns and customer insights, and identify opportunities to streamline delivery.

• Lead value reviews with customers, showcase impact, align strategic priorities, and turn operational data/KPI into strategic advantage and customer satisfaction.

• Build account roadmap for long-term value. Partner with customer to define success outcomes, align services to their goals, and proactively plan for growth

• Monitor service usage, customer behavior, and delivery patterns to spot signals of unmet needs and surfacing opportunities for the sales team to pursue. Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customer

• Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.

• Bachelor or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically, has 4-5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

• Fluent English bith written and verbal

• Other languages knowledge would be an asset

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

• Strong collaboration, influence and negotiation skills in cross-functional teams

• Ability to manage conflict and complex situations

• Ability to apply business acumen and results driven attitude

• Comfortable to work in a remote, virtual environment

• Process and Methodology focused

• Service management certifications (e.g., ITIL, Six Sigma).

• MS Office

• Reporting tools /Data management

• Analytics skills

We'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!

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