Customer Delivery Manager

Customer Delivery Manager

Job Description:

The Account Delivery Manager is a direct client contact position responsible for leading delivery of all high value and in- scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met. The ADM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. The ADM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The ADM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client's strategic business plan, and create incremental revenue opportunities. The ADM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The ADM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. The ADM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

Responsibilities:

  • Develops and nurtures senior mgmt or executive-level relationships with the customer.
  • Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
  • Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
  • Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
  • Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
  • Owns cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
  • Ability to effectively and proactively manage risk for high to very high risk projects.
  • Hires & leads cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
  • Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
  • Develops & manages account service delivery plan. Contributes to strategic account plan.
  • Negotiates with and manages 3rd party vendors contributing to contractual requirements.
  • Develops solutions and participates in presales & change order negotiations representing & approving delivery capability & cost solution.
  • Identifies incremental revenue opportunities and supports pursuit activities.
  • Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
  • Contributes to organization strategic business plan to drive the company's goals and initiatives.
  • Identifies cross business unit optimization opportunities and drives improvement effort.
  • Develops and drives knowledge management strategies to drive organizational maturity.
  • Contribute to development and implementation of ADM methodology and tools to support customer engagement model.
  • Manages their resource pool of Account Delivery Managers: forecasting resource requirements and staffing to meet demand.
  • Aligns ADM resources to business needs ensuring optimization of staff talent and expertise.
  • Responsible for identifying and hiring top talent to achieve business results.
  • Manages, coaches and mentors team to achieve best-in-class TCE, drive down cost of delivery and achieve trusted advisor status with customer.
  • Responsible for the continuous development of their ADM teams: improving the performance of their underachievers or taking the appropriate corrective action.
  • Promote customer strategy development by ADMs to grow account into reference site.
  • Contribute to strategic growth plans.
  • Responsible to ensure knowledge management is captured, documented and leveraged for improved performance.
  • Manages FPR process.
  • Supports team in execution of responsibilities removing barriers when necessary.
  • Escalates major Account Delivery Management issues to the higher Management with recommendations to address.
  • Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding.
  • Achieves diversity and other HR goals.
  • Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.

Education and Experience Required:

  • First Level University Degree or equivalent combination of education and experience.
  • 8 - 12 years relevant business experience.
  • Multi cultural and x-region experience desired.
  • ITIL/ITSM experience.

Knowledge and Skills:

  • Ability to build & manage strong customer relationship at the executive level.
  • Excellent influence & negotiation skill.
  • Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
  • Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
  • Applies appropriate knowledge and methods to resolve very complex business issues.
  • Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support.
  • Ability to proactively & effectively manage risk on high to very high risk projects.
  • Coaches & mentors experts & specialist ADM/DDMs.
  • Develops & consistently applies Quality & Continuous Improvement Plans.
  • Ability to develop & present high impact message to executive level management.
  • Excellent communication skills: verbal, written & presentation with the capability to represent the company at external customer & industry events.
  • Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.
  • In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs.
  • Ability to lead and coordinate large teams, often WW and virtual.
  • Cultural sensitivity as works across multiple geographies.
  • Ability to negotiate within workgroups, customers and company management.
  • People Management ability.

Job:

Services

Job Level:

Manager_1

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.


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