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Who we are?
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.
HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. At HP, we know that our people and values are the most important elements in this success. And we want you to add your voice and imagination to our mission.
Diversity drives our innovation engine
Diverse teams create transformative solutions that better serve our customers and advance how the world works and lives.
We’re reinventing the standard for diversity and inclusion — in how we operate as a company and impact society. Diversity is embedded in all we do, and every HP employee at every level plays a part. By valuing differences, we engage top industry talent to drive our company’s long-term success.
What can we do together?
The Service delivery manager manages the contractual service deliverables for our large and strategic accounts. The portfolio may include customized (Device as a service) and/or elevated priority services.
You will be responsible to coordinate internal and external teams local/regional or global to ensure the service is at the right level and we meet our contractual obligations. You will report out to your management, the regional director and the client. The role includes close collaboration with the sales representatives on your assigned accounts.
You will be part of a virtual/ regional team of service delivery managers, taking care of accounts with a headquarter in the South of Europe, Africa and Middle East.
Responsibilities:
- Develops and nurtures senior mgmt relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction : Principle contact for operational & tactical issues representing delivery of all services (all functions internal and 3rd party)) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Understands customer at local, country, region & WW level to analyse delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- Negotiates with and manages 3rd party vendors contributing to contractual requirements.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with HP and customer's HR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation & publication to drive organizational maturity.
Who you are?
Education and Experience Required:
- First Level University Degree or equivalent combination of education and experience.
- 3 - 8 years relevant business experience.
- Multi cultural and x-country experience desired ITIL/ITSM experience.
- Project management skills.
Knowledge and Skills:
- Ability to build & manage strong customer relationship at the senior level.
- Strong influence & negotiation skill.
- Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
- Ability to understand & analyse an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
- Excellent communication skills: verbal, written & presentation.
- Crisis & conflict management.
Why joining HP France?
At HP France, you will be immersed in an inspiring workplace where all our people love to be, collaborate well together and where they can learn, grow and develop professionally as well as personally. We offer empowering responsibilities. You will have the opportunity to evolve through your commitment, your skills and your sense of initiative! This position can be the 1st step in a great career within our teams!
HP is also committed to an equal opportunities policy, from recruitment to career development. Job offers are open to all, including people with disabilities.
Our promise: To create a