Service Delivery Manager

hace 4 semanas


Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

**Job Summary**

This role is responsible for driving exceptional customer satisfaction through leadership of operational relationships, risk management, and SLA delivery. The person in this position leads teams and resolves complex issues, contributing to strategic growth and seamless service delivery.

 

**Key Responsibilities**

- Develop and maintain excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.

- Serve as the primary contact for operational issues, managing performance metrics, reporting, and communication.

- Manage expense targets and ensure performance goals for service delivery, implementing corrective actions as needed.

- Manage risk for low-risk projects and support timely, cost-effective SLA delivery across functions.

- Lead a team for seamless service delivery, contribute to service delivery plans, and support custom solutions.

- Provide support to all account delivery managers within assigned regions on issues such as management of difficult accounts and high-quality customer communications.

- Measure and report KPIs, identify revenue opportunities, and ensure compliance with policies and regulations.

- Drive alignment around business review meetings, regular reporting intervals, structures, and cadences.

 

**Education & Experience**

Recommended

- Four-year or graduate degree in computer science, information technology, business administration, or any other related discipline or commensurate work experience or demonstrated competence.

- Typically has 4-7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field or an advanced degree with 3-5 years of work experience.

Minimum 2 years of experience in HP managed services (MPS/MDS).

 

**Preferred Certifications**

Basic knowledge and experience on improvement projects with the Lean Six Sigma Methodology.

Understanding of best project management practices, project management certification a plus.

SQL and Python knowledge a plus.

 

**Knowledge & Skills**

- Effective communication

- Results orientation

- Learning agility

- Digital fluency

- Customer centricity



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