Service Delivery Manager

hace 1 semana

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

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