Delivery Manager

JOB DESCRIPTION

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

At HPE, you’ll build the future—one big idea at a time. Ready to unleash your professional potential? You’ll use your experience and scientific knowledge to develop, modify, design, and test products, software, systems, and processes. And you’ll help drive our growth as a technology leader. If solving the world’s biggest challenges sounds like the right career path for you, read on.

ES Applications Services helps customers become an effective IT-enabled business by engaging the right people, processes and technologies. We provide strategy, transformation, implementation and management of custom, industry, packaged, and enterprise applications. Acting to Advise, Transform and Manage, we offer services embracing all of the leading Enterprise Applications solutions and assisting clients where they most need help. We offer services embracing IT and applications transformation, modernization, development, testing and management.

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 & Worldwide (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 Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of Service Level Agreement (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 HP and customer’s Human Resources (HR), Pilot Run (PR), legal, financial, ethics and government related policies, strategies, and processes
  • Contributes to organization strategic business plan to drive HP 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 Account Delivery Manager (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 Total Customer Experience (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 Focal Point Review (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 HP and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes

  • $4m-20m / year revenue
  • $20-100m Total Contract Value (TCV) (total contract value)
  • Acts as ADM/Deal Delivery Manager (DDM) in large to very large engagements or portfolio of engagements
  • Leads a large to very large AST/delivery team with many towers/business represented
  • Works at regional or global level
  • May act as people manager

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
  • Information Technology Information Library (ITIL)/Information Technology (IT) Service Management (ITSM) experience

Knowledge and Skills Required:

  • 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 Account Delivery Manager (ADM)/Deal Delivery Manager (DDM)s
  • 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 HP 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 Worldwide (WW) and virtual
  • Cultural sensitivity as works across multiple geographies
  • Ability to negotiate within workgroups, customers and HP management
  • People Management ability

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