Service Delivery Manager with Romanian and English

Описание

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!


The EMEA Customer Services Organization offers Managed Services & Solutions to Enterprise and Corporate customers combining HW, Supplies, Financing and Services in a Managed Print Services (MPS) offering. The Managed Services Business is expanding and is a strategic growth area to HP.


Job scope/summary:

The CS Service Delivery Manager is responsible for managing remotely the operation of Managed Print Services for MPS Customers finding proper balance between customer satisfaction and profitability for HP. Over the life of the contract the SDM will manage scope and quality of service according to the contractual MPS agreement. He/she is the single point of contact (SPOC) for the customer in case of operational queries and escalations as well as for contractual changes.


Job specifics/responsibilities:

• Be the single point of contact for the customer managing change requests and customer queries

• Manage day-to-day operation and assume responsibility for all service levels to be delivered to customer

• Proactive elevation and escalation management

• Prepare, lead and manage operational account reviews

• Coordinate all relevant resources (internal/external partners)

• Support Total Customer Experience management and achieve customer satisfaction targets

• Manage Change Orders and provide consulting to customer on new products and services

• Manage forecasting and P&L on an account basis and maintain profitability

• Track and capture data/metrics


Education (degree) and professional experience required:

• University or College degree

• + 2 years of service delivery experience, ideally Outsourcing or Project Management or Consulting

Experience with Service Delivery Management and general customer handling

• Leadership experience

• Client facing experience (face-to-face or remote)

• Project management or project coordination experience


Other requirements:

• Strong English language skills (spoken and written)

• Strong Romanian language skills (spoken and written)


Personal skills and qualities:

• Customer oriented

• Excellent team player

• Strong organizational and interpersonal skills

• Strong communication and leadership skills

• Confident telephone manner

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

• Ability to interact comfortably with all levels of customer management

• Ability to manage conflict and complex situations

• Understand and drive Profit & Loss on an engagement level

• Ability to apply business acumen and results driven attitude

• Reliable, fast learner and well organized person with a flexible and responsive attitude

• Comfortable to work in a remote, virtual environment

• Ability to easily adapt to organisational and structural changes

• Process and Methodology focused


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

• MS Office applications

• Project Management Methodologies – desirable

• ITIL foundation, processes & tools knowledge – desirable

• MS process and technology knowledge and background – preferred


We love our work environment and career growth journey. We think you will too:

• Inspirational and collaborative team that supports your growth

• Various career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.)

• The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impact


What do we offer:

• Additional medical insurance

• Life insurance

• Additional days paid leave

• Food vouchers

• Wellness program (incl. Multisport cards)

• Work-life balance support including work from home opportunities

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Изисквания към кандидата

Езикови познания:
Английски език, Румънски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9

Дата:

13.03.2023

Организация:

Hewlett Packard Enterprise
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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