Service Delivery Manager

hace 2 semanas

Heredia, Costa Rica Hewlett Packard A tiempo completo

**_ Responsibilities: _**
- Owns the customer operational business relationship of mid-size to large domestic accounts.
- Acts as a point of contact for operational & tactical issues of medium to high complexity, representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication.
- Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
- Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
- Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
- Collaborates with regions/WW regarding service and support planning, implementation and performance.
- Responsible for cost management revenue as part of the achievement of gross margin achievement and supports identifying incremental revenue opportunities
- Utilizes understanding of customer business requirements to develop business case, validate the solution, and demonstrate services added value.
- Leads key business initiatives in support of operational or financial improvement.

**_ Education and Experience Required: _**
- Typically 3 to 5+ years to establish proven track record in directly related business.
- Typically first level university degree or equivalent work experience; advanced degree is a plus.
- An intermediate Excel level is required.

**_ Knowledge and Skills: _**
- Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
- Moderate knowledge of IT and services industry Knowledge of company organization, policies, HPS services offerings, end to end processes, tools, and routes to market.
- General technical understanding of products.
- Problem detection and analysis of root cause to implement a corrective action plan. Applies appropriate technical knowledge and processes to resolve business issues.
- Crisis & conflict management.
- Leads teams to achieve results.
- Moderate level of planning, project management and change management skills.
- Good communication skills.
- Influence within same team and level.
- Ability to build & manage strong business relationships with customers and internal teams.

**Impact/Scope**
- Acts as SDM in medium engagements.
- Leads a small to medium size delivery team.
- Works at local or regional level.

**Complexity**
- Supports Single Region (NA)
- Moderate delivery portfolio.
- Standard delivery methodology

  • Service Delivery Manager

    hace 2 semanas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: A Service Delivery Manager (SDM) is a trusted technical advisor to Auxis’ customers providing valuable guidance for operations and optimization of their Finance and Accounting environment through quality Service Delivery. The SDM provides the necessary client liaison support, and daily service delivery, to ensure world class outsourcing...

  • Service Delivery Manager

    hace 15 horas

    Heredia, Costa Rica Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for supporting the development, implementation and governance of product support or solution portfolio throughout the lifecycle, ensuring alignment with pricing strategies and seamless service delivery. The role represents services within product or solution portfolio core teams, incorporating service requirements...

  • Ledger Aggregation

    hace 2 semanas

    Heredia, Costa Rica Citi A tiempo completo

    The Ledger Aggregation & Integrity Service Delivery Analyst is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices; demonstrates good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies...

  • B2b Post-sales Service Manager

    hace 4 días

    Heredia, Costa Rica Equifax A tiempo completo

    Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. Manage the GBS organizations responsible for the B2B Customer Service/Success efforts to ensure clients get the most value from Equifax products...

  • Field Tech Manager

    hace 6 días

    Heredia, Costa Rica NTT DATA A tiempo completo

    We are currently seeking a Field Tech Specialist to join our team in Heredia, Costa Rica. NTT Data Services is Hiring! **Position's Overview** At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to...

  • Customer Service Manager

    hace 2 semanas

    Heredia, Costa Rica Straumann Group A tiempo completo

    **#ChangeMakers** Ready to make an impact? We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...

  • Senior Project Manager- Data

    hace 1 semana

    Heredia, Costa Rica Moody's Investors Service A tiempo completo

    The Moody’s Finance Transformation, Data & Systems team is seeking a Senior Project Manager to support the Data and Analytics team by planning, coordinating and implementing strategic and operational priorities and special projects. This role requires an outstanding blend of problem solving skills, focus and flexibility, creative approach and stakeholder...

  • Project Manager Sr.

    hace 4 días

    Heredia, Costa Rica SGF Global A tiempo completo

    **Project Manager Sr. (Hybrid)** **Heredia, Costa Rica** SGF Global is looking for a Project Manager Sr., for IT enterprise in Heredia, Costa Rica. **Requirements**: - 5-7 Years’ Experience in Service Management Domain(Incident, Change & Problem) anyone as primary and should be well versed in ITIL processes and standards. - Run Daily Cadence with Key...

  • Service Desk Sme

    hace 15 horas

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The SME should handle the team questions and should be second-level support for his/her peers and, associated with the team lead he-she will have active communication to properly address any escalations, providing information about incidents analysis and KPIs to the Service Desk Team Lead. The SDSME must build services relationship with peers...

  • Sr. Delivery Manager

    hace 4 días

    Heredia, Costa Rica Moody's A tiempo completo

    Develop and maintain project plans and schedules, in collaboration with development teams and other stakeholders. - Create and maintain ongoing reporting to track key performance indicators (KPIs) and provide insight to stakeholders. - Foster a culture of continuous improvement, encouraging innovation and driving positive change within the organization -...