Service Delivery Manager for Regional/global

7 months ago

Johannesburg, South Africa Hewlett Packard Full time

The Service Delivery Manager manages the contractual service deliverables for our large and strategic accounts. The portfolio may include customized (Device as a service) and/or elevated priority services.

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 report out to your management, the regional director and the client. The role includes close collaboration with the sales representatives on your assigned accounts. 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.
- 3 - 8 years relevant business experience.
- Multi cultural and x-country 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

Preference will be given to members from designated groups, i.e. EE in accordance with the Employment Equity Act. However, this does not suggest that the process of recruitment excludes members from non-designated groups.

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