Service Delivery Manager Lead
hace 2 semanas
About the Role:
Hewlett Packard Enterprise is seeking a talented Service Delivery Manager to join our team. In this role, you will be responsible for leading the delivery team and resources for assigned accounts, ensuring a high level of customer satisfaction and driving business growth.
Key Responsibilities:
- Be a reference for the customer and lead the delivery team and resources for assigned accounts.
- Be responsible for cost of delivery and total customer experience.
- Monitor the actual service level vs. the defined and agreed SLA.
- Proactively propose improvements and changes to the customers' IT environment.
- Provide consultative IT Advice, collaboration, and operational best practices sharing.
- Use proven Value Based Delivery (VBD) processes to help the customer reduce business risk and maximize return of their IT investment, and to present to the customer the added value of proactive services.
- Know the IT environment of the customer from an end to end point of view in order to facilitate customers' business targets within the boundaries of the support contract.
- Conduct Support Planning and Review Meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts.
- Support the customer in problem/escalation management.
- Identify upselling opportunities, support growth, profitability and account retention.
- Work closely with Sales and Pursuit teams supporting cross BU strategies and solutions.
- Be involved in Pre-sales, Post-sales and Renewal activities in order to provide services and account management inputs.
- Maintain strong understanding of the customer IT environment, vertical industry trends and relevant market.
- Communicate with customer on an ongoing basis on all aspects of service support.
- Understand standard procedures of Project Management and Change Management.
Requirements:
- Holding a first level University Degree or equivalent combination of education and experience.
- 7 years experienced in related fields desired.
- Able to build and manage a cross cultural, cross tower and cross business team.
- Excellent in communicating, presenting and listening actively.
- Native Spanish and fluent English is required.
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