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Service Delivery Manager for Regional/global
3 months ago
You will be responsible to coordinate internal and external teams local/regional or global to ensure the service is at the right level and we meet our contractual obligations.
You will be part of a virtual/ regional team of service delivery managers, taking care of accounts with a headquarter in the Southern Europe, Africa and Middle East region.
_ Responsibilities:
_
- Develops and nurtures senior management relationships with the customer.
- Owns customer operational relationship: develops and nurtures to excellent customer satisfaction : Principle contact for operational and tactical issues representing delivery of all services (all functions internal and 3rd party)) to the customer: manages customer expectations by developing performance metrics and reporting, escalation management and communication plan.
- Understands customer at local, country, region and worldwide level to analyze delivery requirements and 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.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing and monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- 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, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation and publication to drive organizational maturity.
_ Education and Experience Required:
_
- First Level University Degree or equivalent combination of education and experience.
- Multi cultural and xcountry experience desired ITIL/ITSM experience.
- Project management skills
_ Knowledge and Skills:
_
- Ability to build and manage strong customer relationship at senior level.
- Strong influence and negotiation skills.
- Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
- Ability to understand and analyze an issue or problem to develop and implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build and manage a cross cultural, cross tower and cross business team for effective and efficient customer support.
- Excellent communication skills: verbal, written and presentation.
- Crisis and conflict management skills.
Additional requirements;
- Ability to travel on a regular basis
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