Service Delivery Manager

• This role is responsible for guiding small to medium customer projects with localized scope and low risks, ensuring the engagement meets all scope, time, budget, and quality expectations. The role supports project finance management as well as business development efforts through opportunity identification and assessment. The role nurtures client relationships, partners with various internal and external teams for performance optimization and acts as the customers point of contact for service delivery.

Also 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 the Field. Acts as an expert providing direction and guidance to process improvements and establishing policies. Accountable for delivering services according to customer contractual SLA´s and at the expected cost. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

• Guides the delivery of customer projects with revenue implications, handling small to medium projects with a localized scope, posing low risks and dealing with uncomplicated legal and commercial matters.
• Handles the project financials, including profit and loss (P&L), ensuring compliance with SOAR approved budgets, and offering dependable financial forecasts to the management.
• Supports business development efforts by identifying and cultivating new opportunities within current projects and assisting in the qualification and assessment of small opportunities.
• Cultivates and nurtures client relationships, particularly those at the first level to mid-level, frequently representing the organization to external customers and clients.
• Identifies tasks and research, determines dependencies, and communicates expectations to team members regarding customer delivery projects.
• Serves as the customers point of contact/escalation for services delivery and internal concerns.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.

• Financial cost management

• Accountable for meeting cost targets defined for the account
• Provides reliable financial forecasts to Management.
• Provide accounts forecast.
• Manages stakeholder relationships

• Regularly communicate with customer.
• Manage escalations.
• Accountable for meeting customer satisfaction targets
• Regularly present operational data during customer calls
• Vendor management:

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

• Four-year or Graduate Degree or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in project management, HP Services business units, HP global projects, or a related field or an advanced degree with little or no work experience.

• Client Services
• Communication
• Agile Methodology
• Business Development
• Business Operations
• Change Management
• Customer Relationship Management
• Milestones (Project Management)
• Process Improvement
• Project Documentation
• Project Management
• Project Management Institute (PMI) Methodology

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

• Responds to routine issues within established guidelines.

• 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.

Information :

• Company : Hewlett Packard
• Position : Service Delivery Manager
• Location : Heredia, Provincia de Heredia
• Country : CR