Customer Delivery Manager - Project Management Office Accounts

HP•All Cities, GA

12d

About The Position

The Customer Delivery Manager is responsible for formulating strategies for escalation and change management, cost management across service delivery requirements, and oversight of high-risk projects. The role leads cross-functional efforts, ensures service-level agreement (SLA) delivery and policy compliance, and contributes to organizational growth. It proactively manages issues that may affect service delivery, identifies and drives optimization and transformation, and coordinates scope, resources, and delivery costs. The position applies advanced subject-matter knowledge to complex projects and business issues, exercising independent judgment and helping establish policies. It builds productive internal and external working relationships and may mentor and guide lower-level employees. The role works on complex problems requiring in-depth evaluation of multiple factors and may lead or provide expertise to functional project teams and participate in cross-functional initiatives. The position is full-time, with 50% travel. The posting lists an annual pay range of $93,400 to $143,800 USD for U.S. candidates, with additional opportunities for bonus and/or equity. Pay varies by location, job-related knowledge, skills, and experience.

Requirements

Four-year or graduate degree in Computer Science, Information Technology, Business Administration, or another related discipline, or commensurate work experience or demonstrated competence.
At least 7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

Responsibilities

Formulate strategies for performance metrics, escalation, change management, and customer communications.
Own expense and cost targets for service delivery requirements; develop, implement, and monitor expense controls.
Manage high-risk projects, lead cross-functional teams, and implement corrective actions.
Oversee timely SLA delivery, manage vendor negotiations, and contribute to account and strategic plans.
Identify revenue opportunities, ensure policy compliance, and contribute to organizational goals and initiatives.
Drive cross-organization optimization, lead knowledge management strategies, and improve customer engagement processes.
Develop solutions and participate in presales and change-order negotiations, representing and approving delivery capability and cost solutions.
Apply advanced subject-matter knowledge, lead and contribute to complex projects, and exercise independent judgment in resolving business issues and establishing policies.
Develop productive internal and external working relationships and potentially provide mentoring and guidance to lower-level employees.