Customer Delivery Manager

HP•All Cities, NY

5d•Onsite

About The Position

This role is responsible for formulating and tracking account strategies, nurturing senior relationships, and understanding customer needs. The role manages operational issues, leads cross-functional teams, and drives account growth. The role contributes innovative ideas and mentors employees to achieve operational and strategic success. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.

Requirements

Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 10+ years of work experience, business, managed services, or a related field.
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Nice To Haves

Preferred Certifications NA
Knowledge & Skills NA

Responsibilities

Formulates, oversees, and consistently evaluates the advancement of account strategies and plans, ensuring alignment with objectives and tracking progress effectively.
Nurtures senior management relationships with the customer, ensuring exceptional satisfaction.
Understands customer needs at different levels to analyze delivery requirements and contribute to customer strategic business plan.
Manages operational and tactical issues, aligning customer expectations and managing metrics and communication.
Manages and drives attainment of contractual SLAs, engages technical expertise among cross-functional teams, ensuring goal achievement for all in scope services across all towers and implementing corrective actions, wherever required.
Delivers Value Reviews and Operational Reviews aligned with contractual terms and customer expectations.
Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
Acts as a functional manager within area of expertise, developing strategy and setting functional policy, process, and direction.
Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

Benefits

Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave