Service Delivery Manager

Description -

What a Service Delivery Manager does in HP:

• Formulates strategies in areas like performance metrics, escalation, change management, and communication with customers.
• Owns expense/cost targets for all service delivery requirements, developing, implementing, and monitoring expense controls.
• Manages high-risk projects, leads cross-functional teams, and implements corrective actions.
• Oversees timely SLA delivery, manages vendor negotiations, and contributes to account and strategic plans.
• Identifies revenue opportunities, ensures policy compliance, and contributes to organizational goals and initiatives.
• Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.
• Develops solutions and participates in presales as well as change order negotiations representing and approving delivery capability and cost solution.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Individuals who do well in this role at HP, usually possess:

• 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 7-10 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

• The candidate should be bilingual in English and Mandarin Chinese, with the ability to effectively communicate with clients and vendors in both languages.

Preferred Certifications
ITIL and PMP

Knowledge & Skills
Customer engagement

Account management

Contract management

Senior stake holder management and negotiation skills

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

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.

Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that makes life better for everyone, everywhere.

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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.

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