Service Delivery Manager

Service Delivery Manager

Description -

This is a key position within our Managed Services organization to manage Federal/State/Local Government, Education, or Principle accounts either as a global SDM or only AMS SDM including NA and Canada. In this role, MS requires for the candidate must be proficient on HP’s MPS (Managed Print Services) and ideally have an excellent knowledge of the DaaS business.  The individual will exhibit confidence to solve complex business issues must have demonstrated the ability to be independent and have a highly mature judgement to manage complex and difficult conversations in a face-to-face environment with both customer and internal executives.

This Service Deliver Manager will work on complex problems where the analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower-level employees. 

Responsibilities 

• Leads and develops product support or solution portfolio planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
• Represents services on product or solution portfolio core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Monitors services performance, identifies performance gaps, and takes necessary actions to prevent escalations.
• Performs proactive and recovery business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
• Responsible for revenue and margin contribution for a set of (more than one) solutions or services.
• Provide leadership in the development, and execution of the HP Services Vision - helping customers transform their business and derive measurable business value from their IT investment.
• Utilizes technical and business skills to lead complex cross- functional activities that have a high impact on the services business.
• Expert on creating strong bonds and keeping aligned with stakeholders and partner functions.
• Enjoys providing mentoring and guidance to peers and lower-level employees. 
• As a member of HP Federal, the successful candidate must be a US citizen.

  

Education and Experience Required 

• Bachelor’s degree, preferably with a master’s degree relevant to Services.
• Typically, 12+ years to demonstrate mastery of Service Business Management, specifically in the MPS services.
• Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

Knowledge and Skills:

• Track record of successful services operation management and prevention of escalations.
• Prior experience working face-to-face with HP MPS customers in the services industry.
• In-depth and broad knowledge of company organization, functions, culture, HPS services portfolio, routes to markets, and end to end processes.
• Process improvement with demonstrated results
• Highly developed problem-solving abilities.
• Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressure situations. Strong skills in exercising independent judgment.
• Ability to correctly design reports and interpret their output.
• Highly developed project/ program management and change management skills. Solid understanding of business planning methods and business acumen.
• Excellent presentation skills. Highly developed negotiation/ influencing skills.

• Minimum of 8 years of experience managing MPS processes and tools. 
• Problem detection and analysis of root cause with strong experience in creating improvements to promote sustainable improvement, minimum 3 years. 
• High-level organization, project management, sense of