Accout Delivery Manager

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Responsible for the services and end to end deliverables within expected budget and SLA metrics for the assigned programs.

Responsibilities:

  • Control full project deliverables within budget, schedule and quality
  • Being the main Point of Contact within the customer for the assigned programs
  • Responsible for conducting the assigned programs based on defined SOW.
  • Lead project performance reporting and plans for recovery (if needed)
  • Notify Account Management Team for any project deviation from plan (SLA, finance, scope, governance, etc.)
  • Identify, manage and notify potential upselling opportunities within the assigned accounts
  • Develops and nurtures senior mgmt 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 expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
  • Ability to effectively and proactively manage risk for medium to high risk projects.
  • Hires, leads and provides managerial & technical expertise to 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.
  • Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
  • Develops & manages account service delivery plan. Contributes to strategic account plan.
  • Negotiates with and manages 3rd party vendors contributing to contractual requirements.
  • Identifies incremental revenue opportunities and supports pursuit activities.
  • Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
  • Contributes to knowledge management capture, documentation & publication to drive organizational maturity.


Education and Experience Required:
  • First Level University Degree or equivalent combination of education and experience.
  • 3 - 8 years relevant business experience as ADM or senior PM.
  • Multi cultural and x-country experience desired ITIL/ITSM experience
  • ITIL certified (desired), PMP Certified (desired)


Knowledge and Skills:
  • Ability to build & manage strong customer relationship at the senior level.
  • Strong influence & negotiation skill.
  • Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
  • Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
  • Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve 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 medium to high risk projects.
  • Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
  • Ability to develop & present high impact message to senior level management.
  • Excellent communication skills: verbal, written & presentation.
  • Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.


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