Service Delivery Manager with German

Service Delivery Manager with German

Description -

The responsibilities of the Service Delivery Manager (SDM) are to provide a dedicated support contact for global contractual customers in regards of the ongoing operations throughout the deal lifecycle. The SDM applies subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. The SDM works on problems of diverse complexity and scope. May provide direction and coordination to cross-functional teams and facilitate information validation and decision-making process to resolve issues. The SDM has the ability to handle unique situations.

Job specifics/responsibilities:

• Owns customer operational relationship, develops & nurtures to excellent customer satisfaction.
• Grows understanding of customer at local & country level to analyze delivery requirements & contributes to customer strategic business plan
• Acts as a contact for operational & tactical issues
• Drives onboarding setup for new contracts
• Develop a very close working relationship with (country/region) delivery teams, attending all internal/external reviews when required
• Takes ownership of complaints/escalations works to satisfactory resolution
• Manages performance metrics, reporting, escalation & communication
• May act as a process owner of specific customer processes
• Builds and presents to customers quarterly business reviews in accordance with the contractual agreement
• Provides proper data quality control
• Analyzes trends for quality or service delivery issues
• Ensures proper follow-up with service delivery partners and cross-functional teams in case of escalations and collaborates until satisfactory resolution is achieved
• Manages Supplier relationship if required
• Works under own initiative and takes ownership of issues, ensuring best in class support to the contractual customers

Key deliverables/accountabilities:

• HP procedures/policies are strictly followed
• Timely communication
• Business reviews produced and delivered on time
• Complaints & Escalations solved to customer's expectations & satisfaction
• Processes are documented and recorded where relevant
• Analysis of activities contributing to KPI improvement
• Proactive and customer centric approach

Education (degree) and professional experience required:

• Typically, a Bachelor's degree in a business discipline or equivalent experience
• 1 - 3 years relevant industry experience.
• ITIL/ ITSM knowledge

Skills and qualities:

• Fluent in written and verbal German & English
• Ability to build & manage strong customer relationship
• Influencing & negotiation skills
• Ability to apply business management & financial concepts to analyze business needs
• Ability to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills.
• Ability to understand & analyze an issue or problem to implement a corrective action plan
• Ability to lead cross cultural, cross tower & cross business communication for effective & efficient customer support.
• Consistently applies Quality & Continuous Improvement Plans
• Industry sector knowledge (IT, finance, manufacturing, etc.).
• Proactive management of activities
• Ability to operate effectively within a virtual (cross-cultural) team
• Self-motivating and able to work as part of a Remote/Virtual team, Team player
• Detail oriented person
• Microsoft Knowledge: Excel, PowerPoint, Word, Outlook
• Strong Excel skills
• Knowledge of ITIL/ITSM

About HP

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Job -
Services

Schedule -
Full time

Shift -
Summarized Shift (Bulgaria)

Travel -

Relocation -

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).

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If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement