Sobre este puesto de Customer Delivery Manager en HP
Description -
About the Role
The Customer Delivery Manager (CDM) is a key client‑facing leader responsible for the end‑to‑end delivery of HP Managed Services for assigned enterprise customers. The CDM acts as the single point of accountability for service delivery, ensuring contractual commitments, service levels, financial objectives, and customer satisfaction targets are consistently met.
This role sits at the intersection of customers, delivery teams, and sales, combining strong operational leadership with commercial and financial acumen. The CDM partners closely with Account Managers and cross‑functional delivery teams to help customers realize the full value of their managed services while protecting and growing HP’s services profitability.
Key Responsibilities
Service Delivery & Governance
Own end‑to‑end delivery of all in‑scope contracted Managed Services across multiple delivery towers.
Act as the single point of accountability for operational service delivery within the account.
Ensure all contractual obligations and SLAs are met or exceeded.
Lead and coordinate day‑to‑day service operations, including incident and service request management (IMACD / Change Orders).
Incident, Escalation & Risk Management
Lead the resolution of major incidents and customer escalations, ensuring rapid service restoration.
Proactively identify delivery risks and drive mitigation actions.
Analyze service trends to eliminate recurring issues and improve service stability.
Maintain clear, structured communication with customer stakeholders during critical situations.
SLA & Performance Management
Enforce SLA governance across managed services.
Monitor service performance using dashboards and operational reporting.
Identify performance gaps early and drive corrective and preventive actions.
Chair and lead regular operational service reviews with customers. [
Financial & P&L Ownership
Own Managed Services delivery P&L for assigned customers.
Monitor cost, revenue, margin, and financial risks.
Build and execute recovery plans for underperforming accounts.
Provide accurate forecasting inputs and support financial governance cycles.
Customer Relationship & Executive Engagement
Build trusted relationships with customer operational and executive stakeholders.
Act as a strategic delivery counterpart to the Account Manager.
Represent HP Managed Services in governance, operational, and value forums.
Strengthen long‑term customer partnerships through consistent delivery excellence.
Customer Success & Value Realization
Define and maintain a Customer Success Plan aligned with customer business outcomes.
Lead operational and value reviews demonstrating delivered outcomes.
Drive service optimization, transformation, and continuous improvement initiatives.
Capture and act on customer feedback to improve experience and retention.
Requirements:
Bachelor’s degree in Business, Engineering, Information Technology, or a related field.
2-3 years of experience in Managed Services, Service Delivery, Customer Success, or Account Management.
Strong understanding of SLA management, service operations, and customer governance.
Experience managing customer escalations, operational risks, and service improvements.
Financial acumen with experience managing account profitability and forecasting.
Excellent stakeholder management, communication, and presentation skills.
Fluent in English.
What we offer
A truly international experience: Work in a global organization with colleagues from 60+ nationalities, collaborating across cultures and geographies.
Continuous growth & career development: Multiple internal mobility and career opportunities, supported by HP’s learning platform to keep growing your skills.
Competitive benefits package, including:
Hybrid work model (home office / office), depending on the role/functions
Health & Life insurance
Ticket Restaurant Vouchers or lunch at reduced prices at our canteen
Flexible working hours to support work–life balance
HP Flex Program: Kindergarten vouchers & Transport Card
Exclusive HP products offers and discounts for employees, friends and family
Inclusion & belonging at the core: Join our global employee networks such as Women, Pride, Inclusion, NextGen, Sustainability & DisAbility, with opportunities to get involved locally.
Give back to the community: Participate in volunteering initiatives or join our annual HP Charity Day held onsite.
Stay active & energized: Access our sports center (indoor & outdoor) with 25+ coordinated activities.
Onsite medical services: Doctor and medical team available for annual checkups, nutrition, oral hygiene, physiotherapy, and general health.
Creativity & innovation: Enjoy our Printing Happy Hour—from photos to large posters—and hands‑on workshops using the latest printing technologies, from wall covers to 3D printing.
Easy commuting: Free parking available or excellent access via nearby train services.
Women Network initiatives: Networking events, STEM promotion, business acumen talks, work–life balance sessions, and future‑skills development.
Legal entity: Sales & Services
Job -
ServicesSchedule -
Full timeShift -
No shift premium (Spain)Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
