Account Delivery Manager

The Account Delivery Manager (ADM) 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 service team operational model driving best-in-class Total Customer Experience (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 Plan of Record (POR) financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations. The ADM develops and nurtures an excellent client relationship at the executive level along with supporting the Account/Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

MPS Specific ADM Responsibilities:

  • Owns customer operational relationship: develops & nurtures excellent customer satisfaction
    • Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
      • Continuously respond to client questions and requests regarding contract, HP and sales
      • Engage cross functional teams and management for responses as needed
    • Facilitate weekly and/or monthly meetings with customer management teams locally and WW
    • Facilitate weekly and/or monthly meetings with internal teams to manage execution and issue resolution
    • Quarterly Strategic Business Reviews
      • Scheduling and coordination
      • Trend, invoice & service reports
      • Value Management Office integration
        • Cost and usage trending, savings opportunities, service SLAs, device utilization, etc.
      • For non-VMO, ADM must create presentation via a variety of tools
      • Post mortem/follow up action items
    • TCE survey mgmt and follow up as needed
    • Work with client organization to adopt a Print Policy
    • Draft and update Innovation plans to increase revenue opportunities
      • Support HP new product and solution introductions and attend sales forums to learn new products and solutions
    • Establishes governance framework for engagement to transform policies into practices and procedures
  • On-going account fleet management
    • Oversees account setup for timely billing in support of billing models established
    • Device orders
      • Product expertise and recommendations
      • Keep device pricing (DART) current and in compliance
      • Change Order creation and management
      • Delivery coordination and management
    • Device returns
      • Be the point of escalation for device returns despite type of lease return required (ARS or AE)
      • EOSL device monitoring
    • Master Fleet mgmt
      • Device moves
      • Device location, contact, etc.
      • Analyze, optimize
      • WJA and list of other tools?
      • Firmware monitoring
      • Monitor device utilization and make recommendations to right size fleet
    • Supplies
      • Supplies orders and escalations
      • Supplies returns
      • Supplies reconciliation and dispute resolution
    • Service
      • Define Service Delivery Instructions for service execution
      • Ticket monitoring
      • Escalation coordination and management including approving device replacements and driving tiered escalations.
    • Manual page counts (collecting and reporting)
      • Coordinate with client the collection of manual page counts
    • NRDs
      • Resolve all NRDs to have 0 nonreporting goals while limiting the number of offline devices.
    • Invoicing and Leasing
      • Verification/QC
      • Be a point of escalation for collections and the client
      • Manage leasing fees and schedules; forecast ELV & ULD
  • Internal
    • On-going training for the plethora of processes and tools used
    • Relationship mgmt
      • Meetings w/CA, PSS, etc.
      • Meetings w/AM, TC, TM, etc.
    • CARD (forecasting, PnL, time mgmt, etc.)
    • PO management for 3rd party vendors; OSA and Canon, etc.
    • 3rd Party SoW and amendment management; engage vendor managers and provide 3rd party performance feedback
  • Manage On-site Administrators
    • Provide guidance on client operations and requests verses contract scope
  • Global vs local, one account vs multiple
    • Depending on Lead ADM role, either facilitate or participate in regional and WW meetings as required
    • If Global ADM, manage quarterly reporting process based on contract requirements and establish governance framework.
  • Steady state vs renewal activities vs launching new account
    • Support Sales Teams in pursuit activities including SOAR reviews
    • Forecast revenue opportunities over the contract term
  • May work on some holidays depending on customer coverage including beyond normal working hours
  • When requested, assist Account Sales Managers with new sales opportunities by demo-ing the many things an ADM utilizes
    • Support the transition of demo equipment to contract devices

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