Job Description

Account Delivery Manager IV

Description -

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. 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. May provide mentoring and guidance to lower level employees.

Responsibilities:

• Develops and nurtures senior mgmt relationships with the customer.
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
• Understands customer at local, country, region & WW level to analyze 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.
• Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• 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.
• Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
• Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• 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, PR, legal, financial, ethics and government related policies, strategies, and processes.
• Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

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.

Knowledge and Skills:

• Ability to build & manage strong customer relationship at the senior level.
• Strong influence & negotiation skill.
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
• Ability to understand & analyze 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.
• Ability to proactively & effectively manage risk on medium to high risk projects.
• Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
• Ability to develop & present high impact message to senior level management.
• Excellent communication skills: verbal, written & presentation.
• Industry sector knowledge (finance, manufacturing, etc.).
• Crisis & conflict management.

Job - Services

Schedule - Full time

Shift - No shift premium (India)

Travel - 25%

Relocation - Yes

EEO Tagline -

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.

HP