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.
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.
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
Client facing experience (face-to-face or remote)
Project management or project coordination experience
Strong English language skills (spoken and written)
Strong Polish language skills (spoken and written)
Strong Czech language skills (spoken and written)
Personal skills and qualities:
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
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