Services Delivery Manager

Job description

DaaS Acceleration and continuing growth of Priority Services are fueling the need for expanding and re-organizing the Deal Delivery Management team with in CS-EMEA.

Reporting to the Services Delivery & Tool Innovation Director in CS EMEA, this Mgr2 role will take on the following responsibilities for Southern Europe countries (France, Italy, Spain, Switzerland, RSA):

Manage a team of ~ 15 Account Delivery Managers (ADM - EXP/MAS level), who are managing ~40 Priority Services accounts and ~10 DaaS deals, from delivery standpoint
For each Priority Services account (transactional services), the ADM role is to:
Be accountable for hp support delivery performance in front of the customer
Prepare and Drive Quarterly Reviews with Customers
Prepare and publish monthly delivery performance reports for support break/fix activity and customer Installed Base evolution, and quality level
Act as the single point of contact for Delivery related escalations & complaints
Assist Sales team on pre-sales activities (RFP/ RFP answers, customer-facing presentation of the processes and services delivered by Priority Management ADM) for new accounts hunting or farming
For each DaaS (Device as a Service) account (contractual services), the ADM role is to:
Be accountable for hp delivery performance across the deal scope in front of the customer (KPI, SLA at contractual target and improvement / corrective action plans)
Prepare and Drive regular reviews with Customer or support the deal Client Manager in doing so
Drive continuous improvement in terms of delivery performance (KPI, SLA..) and COS (Cost of Sale) for the deal (delivery resources utilization, invoicing management by Contract Operations)
Tackle delivery performance escalation from customers
Teamwork with all core functions engaged in the deal (inside AND outside of CS-EMEA) to achieve performance and profitability objectives: Transition Manager, Client Managers, Service Operations Managers, Delivery towers, Configuration Services SC, Sales Operations, Contract Operations…
Owns Delivery Cost Management: actuals, forecast, reconciliation with supplier invoices..
Manage Operational change management (triggered by Commercial change management owned by Client Manager…)
Team work with Northern Europe Services Delivery MG2 to:
Secure common practices adherence across geographies
Continuously improve roles / processes / governance to provide the best value to customer while securing the Cost targets are met or beat
Share common resources and provide the best deal staffing flexibility

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