Description -

Job Summary
This role is responsible for fostering exceptional customer satisfaction through ownership of operational relationships, managing risks, and driving SLA delivery. The role leads teams and solves complex issues, contributing to strategic growth and seamless service delivery. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.

The Customer Delivery Manager (CDM) is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met, determining and monitoring initiatives to improve deal P&L, and helping customers obtain the optimum value of the contracted services

Responsibilities

• Develops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.
• Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication.
• Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed.
• Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions.
• Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions.
• Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications.
• Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations.
• Drives alignment around business review meetings, regular reporting intervals, structures, and cadences.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans

Knowledge & Skills

• Fluent English language
• Fluency in German or French would be considered a strong advantage
• Service management certifications (e.g., ITIL, Six Sigma).
• MS Office
• Reporting tools /Data management
• Analytics skills

Individuals who do well in this role at HP, usually possess:

• University or College degree
• + 2 years of service delivery experience, ideally Outsourcing or Project Management or Consulting
• Strong English language skills (spoken and written)
• Experience with Customer Delivery Management and general customer handling
• Leadership experience
• Client facing experience (face-to-face or remote)
• Project management or project coordination experience

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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.

Job -

Schedule -

Shift -

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"