Services Delivery Manager for Southern Europe

Manager, Services Delivery Management Southern Europe - job description

DaaS Acceleration and continuing growth of Priority Services are fueling the need for expanding and re-organizing the Deal Delivery Management team with in CS-EMEA.

Reporting to the Services Delivery & Tool Innovation Director in CS EMEA, this Mgr2 role will take on the following responsibilities for Southern Europe countries (France, Italy, Spain, Switzerland, RSA):

  • Manage a team of ~ 15 Account Delivery Managers (ADM - EXP/MAS level), who are managing ~40 Priority Services accounts and ~10 DaaS deals, from delivery standpoint

  • For each Priority Services account (transactional services), the ADM role is to:
    • Be accountable for hp support delivery performance in front of the customer
    • Prepare and Drive Quarterly Reviews with Customers
    • Prepare and publish monthly delivery performance reports for support break/fix activity and customer Installed Base evolution, and quality level
    • Act as the single point of contact for Delivery related escalations & complaints
    • Assist Sales team on pre-sales activities (RFP/ RFP answers, customer-facing presentation of the processes and services delivered by Priority Management ADM) for new accounts hunting or farming

  • For each DaaS (Device as a Service) account (contractual services), the ADM role is to:
    • Be accountable for hp delivery performance across the deal scope in front of the customer (KPI, SLA at contractual target and improvement / corrective action plans)
    • Prepare and Drive regular reviews with Customer or support the deal Client Manager in doing so
    • Drive continuous improvement in terms of delivery performance (KPI, SLA..) and COS (Cost of Sale) for the deal (delivery resources utilization, invoicing management by Contract Operations)
    • Tackle delivery performance escalation from customers
    • Teamwork with all core functions engaged in the deal (inside AND outside of CS-EMEA) to achieve performance and profitability objectives: Transition Manager, Client Managers, Service Operations Managers, Delivery towers, Configuration Services SC, Sales Operations, Contract Operations...
    • Owns Delivery Cost Management: actuals, forecast, reconciliation with supplier invoices..
    • Manage Operational change management (triggered by Commercial change management owned by Client Manager...)

  • Team work with Northern Europe Services Delivery MG2 to:
    • Secure common practices adherence across geographies
    • Continuously improve roles / processes / governance to provide the best value to customer while securing the Cost targets are met or beat
    • Share common resources and provide the best deal staffing flexibility

Experience and Skills
  • 5-10 years MG2 experience
  • 5-10 years experience in Service business, including sales facing & customer facing roles
  • Track record of business growth enablement
  • Experience in customer services operations
  • Excellent leadership skills for managing, coaching and developing individual contributors, lower level managers and peers - incl. team-building, conflict resolution, communication, ...
  • Ability to generate new and innovative solutions to complex problems - think out of the box
  • Strong ability to negotiate with internal & external partners and customers
  • Excellent verbal and written communication skills, including negotiation and influencing skills
  • Ability to manage VP-level communications
  • Excellent facilitation skills and perfect fluency in English
  • Active-listener with high emotional intelligence
  • Pragmatic and result oriented - ability to plan, prioritize and manage execution with a high level of reactivity & autonomy in an ever changing environment
  • Rigorous, analytical, structured, organized - strong planning abilities and disposed to think ahead of the current.
  • ITIL framework knowledge

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