Manager of Customer Delivery

HP • Columbia, TX

7d • Remote

About The Position

This role is responsible for managing a team of Customer Delivery Managers (CDMs), owning financial performance for assigned accounts, and driving strategic customer outcomes. The manager is accountable for forecasting accuracy, P&L management, and financial discipline while nurturing senior-level customer relationships and developing high‑performing talent. The role leads the delivery process, ensures execution of contracted services across all service delivery towers, and communicates strategic, financial, and operational insights to senior leadership. This position fosters a culture of accountability, continuous improvement, and operational excellence.

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 7-10 years of job-related experience or 5-7 years of management experience, preferably in ITIL/ITSM, business, customer support, or a related field.

Nice To Haves

• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Responsibilities

• Manages a team of Customer Delivery Managers, including workforce planning, demand forecasting, and alignment of resources to financial and operational requirements.
• Owns financial performance across assigned accounts, including P&L management, cost control, margin protection, and forecast accuracy.
• Develops and maintains proactive financial and operational forecasts (revenue, cost, margin, and risk) and communicates variances, trends, and mitigation plans.
• Drives strategic customer account planning and growth initiatives while ensuring financial viability and contractual compliance.
• Nurtures senior management and executive‑level customer relationships to drive satisfaction, retention, and long‑term profitability.
• Leads the Delivery process, ensures disciplined execution, and escalates financial, operational, and delivery risks with data‑based recommendations.
• Ensures financial accountability across the CDM team, reinforcing ownership of budget adherence, cost efficiency, and contract economics.
• Recruits, develops, and retains top talent, fostering a culture of performance, accountability, and commercial awareness.
• Identifies and communicates strategic business, financial, and delivery requirements to senior management to support informed decision‑making.
• Regularly engages with senior leadership to provide clear visibility into account health, financial performance, risks, and improvement actions.
• Acts as a subject matter expert by identifying opportunities for process improvement, financial optimization, and policy alignment with business strategy.
• Performs full talent management responsibilities including hiring, performance management, coaching, succession planning, and career development.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager