Customer Delivery Manager

Job scope/summary:

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

The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.

The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to customer success plan, and identify incremental revenue opportunities.

The CDM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations. The CDM develops and nurtures an excellent client relationship at the executive level along with the Account Manager.

Job specifics/responsibilities:

• Lead the resolution of incidents, coordinate customer service requests, and ensure Service Level Agreements (SLA) are consistently met.

• Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence

• Understand customer demand requirements, review supply status, and risks. Track progress with Supply Chain

• Monitor service performance, satisfaction, and financial signals to keep accounts stable and thriving.

• Safeguard customer trust. Lead the resolution of escalations fast and effectively. By analyzing trends and coordinating with delivery teams, prevent future risks and drive long-term account stability

• Manage Requests for Change (RfC) lifecycle and implement changes to the contract when approved

• Manages revenue forecasting, expense/cost targets for all service delivery requirements. Steer the financial health of managed services by maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans.

• Unlock value for the customer and the business. Dive into cost drivers, analyze usage patterns and customer insights, and identify opportunities to streamline delivery.

• Lead value reviews with customers, showcase impact, align strategic priorities, and turn operational data/KPI into strategic advantage and customer satisfaction.

• Build account roadmap for long-term value. Partner with customer to define success outcomes, align services to their goals, and proactively plan for growth

• Monitor service usage, customer behavior, and delivery patterns to spot signals of unmet needs and surfacing opportunities for the sales team to pursue. Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customer

• Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.

Working relationships:

• Customer representatives

• Sales & Account Management teams

• Contact Center Teams

• Supply Chain Teams

Education (degree) and professional experience required:

• Bachelor or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically, has 5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

Other requirements:

• Fluent English (both verbal and written)

• Fluency in German is considered as advantage

• Other languages knowledge would be an asset

Personal skills and qualities:

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

• Strong collaboration, influence and negotiation skills in cross-functional teams

• Ability to manage conflict and complex situations

• Ability to apply business acumen and results driven attitude

• Comfortable to work in a remote, virtual environment

• Process and Methodology focused

Technical skills (procedures and documents the employee has to be acquainted with):

• Service management certifications (e.g., ITIL, Six Sigma).

• MS Office

• Reporting tools /Data management

• Analytics skills