**Job Summary**
- This role is responsible for fostering exceptional customer satisfaction through ownership of operational relationships, managing risks, and driving SLA delivery. The role leads teams and solves complex issues, contributing to strategic growth and seamless service delivery. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.
**Responsibilities**
- Develops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.
- Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication.
- Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed.
- Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions.
- Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions.
- Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications.
- Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations.
- Drives alignment around business review meetings, regular reporting intervals, structures, and cadences.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
**Education & Experience** Recommended**
- Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field or an advanced degree with 3-5 years of work experience.
2yrs minimum of experience in the HP managed services. (MPS/MDS)
**Preferred Certifications**
Basic knowledge and experience on improvement projects with the Lean Six Sigma Methodology.
Understanding of best project management best practices, project management certification a plus
SQL and Phyton knowledge a plus
**Knowledge & Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
**Disclaimer