Customer Delivery Manager

Customer Delivery Manager

Description -

The Customer Service Delivery Manager (CDM) is responsible for ensuring the seamless delivery of services to clients according to contractual commitments, make sure compliance with all contract deliverables, developing the customer relationship and meet account financial goals while maintaining high levels of customer satisfaction. This role will be leading operational and value reviews with customers, engaging the key stakeholders within the assigned account and managing improvement projects to drive continuous improvement across service delivery functions.

It will require advanced subject matter knowledge to solve complex business and operational issues. Frequently interacts directly with customers, presenting operational metrics, managing communication during escalations and developing and presenting corrective action plans. Also contributes to the development of new ideas and methods to drive operational efficiencies and reduce costs.

Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors and is used to work in cross-functional initiatives and teams, interacting with organizations such as Sales, Supply Chain, Dispatch and Field. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers and exercises independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Key Responsibilities

• Service Delivery Oversight
  • Manage end-to-end service delivery lifecycle including planning, execution, and performance monitoring.
  • Ensure compliance with Service Level Agreements (SLAs) and contractual obligations.
  • When SLA´s are not met, coordinate and work as needed with operational teams (e.g., supply chain, IT, operations) to meet delivery targets.
  • Handle escalations related to lack of resolution or any other kind related to support services
  • Monitor KPIs such as response time, resolution rate, and customer satisfaction scores.
  • Identify service delivery issues and implement corrective actions.
  • Drive process improvements and automation initiatives.

Customer Relationship Management

• Act as the primary point of contact for customers and key stakeholders.
• Build and maintain strong relationships with clients, ensuring their needs are met and expectations managed.
• Lead regular operational and value review meetings and feedback sessions.

Financial cost management

• Accountable for meeting cost and profitability targets defined for the account
• Provides reliable financial forecasts to Management.

Team Leadership

• Collaborate with Customer Operations teams, Transition Managers, and technical teams.
• Support onboarding and training of service delivery personnel.
• Align cross-functional teams to deliver consistent and high-quality service

Strategic Planning

• Contribute to account planning and business development efforts.
• Support upsell and renewal opportunities by aligning service value with business needs.
• Participate in risk management and resource planning activities.

Vendor management:

• Make sure vendors supporting the account delivers at the expected quality and against contract
• Manage Purchase Orders and control invoices to pay vendors.

Qualifications

• Frist-level university degree in Business Administration, IT, Project Management, Communications, Finance or any related field.
• 5+ years of experience in service delivery, customer success, or project management.
• Understanding of ITIL or other service management frameworks.
• Excellent English communication, leadership, and problem-solving skills.
• Proficiency in service management tools and HP Support processes

Preferred Skills

• Experience in managed services or enterprise-level service delivery.
• Ability to work across global teams and manage remote service operations.
• Familiarity with contract and SOW management.
• Self-driven, with communication skills and customer oriented.
• Demonstrates an in-depth understanding of key Services' operational policies, processes and methodologies applicable to project management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

25%

Relocation -

No

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"