Pan HP (MDS and MPS) Account Delivery Manager

Managed Services Delivery Services Operations is part of the Managed Services Business Unit in WS, focused on the governance of our contractual services for Managed Device Services and Managed Print Services portfolio. We are looking for an experienced professional for Service Delivery Management in a fast growing and agile organization who will work on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. He/She will lead and/or provide expertise to functional project teams and may participate in cross-functional initiatives. We will value any previous technical experience in PS portfolio.

Responsibilities:

• Develops and nurtures senior management 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.
• Develops & leads 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.
• 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.
• 5+ years relevant business experience.
• Multi cultural and x-country experience desired ITIL/ITSM experience.

Knowledge and Skills:

• Fluent in English
• 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 understand & analyze an issue or problem to develop & implement a corrective action plan
• Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
• Ability to develop & present high impact message to senior level management.
• Excellent communication skills: verbal, written & presentation.
• Crisis & conflict management.

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.
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