Customer Delivery Manager
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Company-specific questions
- 1. Within the past 5 years, have you been employed by the federal or any state or local government or public institution within Australia, Bangladesh, Brazil, Canada, China, Ireland, Korea, Mexico, Pakistan, Philippines, Puerto Rico, Taiwan, United Kingdom, United States and/or Vietnam?
- Conflict of Interest Question 1: HP Policy prohibits employees from engaging in activities that pose a conflict(s) of interest for HP such as: - Outside employment with or receiving compensation from a customer, business partner, supplier, or competitor - Significant financial interest in a customer, business partner, supplier, or competitor held by you or a family member - Conducting business with a customer, business partner, supplier, or channel partner when someone you have a close personal or family relationship has a substantial role in that company - Close personal relationships between employees in the same organization To identify situations that may pose a conflict and be inconsistent with this policy, please advise if you would be engaging in any of the above listed situations or activities during your HP employment if you were hired into the role for which you have applied.
- Conflict of Interest Question 2: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether you have served or are serving in a government or public body that has regulatory authority over HP or that purchases from HP.
- Conflict of Interest Question 3: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether a family member or anyone with whom you have a close personal relationship is a government official with regulatory authority over HP or authority to make or influence a decision to obtain or retain HP business.
- Non-compete Question: Have you signed or accepted any agreement with a current or prior employer that includes restrictions on competition or solicitation, including, but not limited to, non-competition agreement, non-disclosure agreement, non-solicitation agreement, or are you otherwise subject to restrictions that may affect your ability to fulfill responsibilities of this HP role?
- In order to comply with the U.S. Export Control regulations, HP must conduct specific, pre-interview screenings of candidates globally. In order to conduct these screenings, we must obtain information about citizenship/permanent residency. This Information will be used for the sole purpose of US Export Control screenings and will not be considered in any way during the candidate selection process. Please indicate if you are a citizen or permanent resident of ONE OR MORE of the countries listed below, by answering 'yes'. If you are not a citizen/permanent resident of one of the countries listed below, please answer 'no'. The countries are: The countries are: Armenia, Azerbaijan, Belarus, Cambodia, China (People's Republic of China), Cuba, Georgia, Hong Kong, Iran, Iraq, Kazakhstan, Kyrgyzstan, Laos, Libya, Macao (Macau), Moldova, Mongolia, Myanmar (Burma), Nicaragua, North Korea (Democratic People’s Republic of Korea), North Sudan (Khartoum), Russia, Syria, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, Venezuela, Vietnam, Yemen.
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About this role
Employer-provided description, formatted for easier reading.
Customer Delivery Manager
Description -
If you:
- Love to have brave conversations & learn and adapt on daily basis
- Are hungry to start where you are & evolve along the way
- Put in extra efforts in building strong relationships with Customers & Partners and strive to deliver on the commitments you make
- Are keen on diversity and inclusion as well as on meaningful team collaboration
- Go the extra mile to support different communities around the globe & contribute to sustainability through various ambitious initiatives
Then this might be a great match so keep on reading!
Job scope/summary
The Customer Delivery Manager (CDM) is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met, determining and monitoring initiatives to improve deal P&L, and helping customers obtain the optimum value of the contracted services
The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.
The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to customer success plan, and identify incremental revenue opportunities.
The CDM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations.
The CDM develops and nurtures an excellent client relationship at the executive level along with the Account Manager.
Job specifics/responsibilities:
- Lead the resolution of incidents, coordinate customer service requests, and ensure Service Level Agreements (SLA) are consistently met.
- Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence
- Understand customer demand requirements, review supply status, and risks. Track progress with Supply Chain
- Monitor service performance, satisfaction, and financial signals to keep accounts stable and thriving.
- Safeguard customer trust. Lead the resolution of escalations fast and effectively. By analyzing trends and coordinating with delivery teams, prevent future risks and drive long-term account stability
- Manage Requests for Change (RfC) lifecycle and implement changes to the contract when approved
- Manages revenue forecasting, expense/cost targets for all service delivery requirements. Steer the financial health of managed services by maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans.
- Unlock value for the customer and the business. Dive into cost drivers, analyze usage patterns and customer insights, and identify opportunities to streamline delivery.
- Lead value reviews with customers, showcase impact, align strategic priorities, and turn operational data/KPI into strategic advantage and customer satisfaction.
- Build account roadmap for long-term value. Partner with customer to define success outcomes, align services to their goals, and proactively plan for growth
- Monitor service usage, customer behavior, and delivery patterns to spot signals of unmet needs and surfacing opportunities for the sales team to pursue. Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customer
- Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.
Working relationships:
- Customer representatives
- Sales & Account Management teams
- Contact Center Teams
- Supply Chain Teams
Education (degree) and professional experience required:
- Bachelor or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically, has 5 + years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
Other requirements:
- Fluent German/ French/ Spanish/ Portuguese (both verbal and written)
- Fluent English (both verbal and written)
Personal skills and qualities:
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
- Strong collaboration, influence and negotiation skills in cross-functional teams
- Ability to manage conflict and complex situations
- Ability to apply business acumen and results driven attitude
- Comfortable to work in a remote, virtual environment
- Process and Methodology focused
Technical skills (procedures and documents the employee has to be acquainted with):
- Service management certifications (e.g., ITIL, Six Sigma).
- MS Office
- Reporting tools /Data management
- Analytics skills
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.
Job -
Services
Schedule -
Full time
Shift -
Summarized Shift (Bulgaria)
Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc.
provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "