Job Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Applies advanced subject matter knowledge to solve complex business issues and acts as a subject matter expert.
- Develops and nurtures senior management relationships with the customer and owns customer operational relationship to achieve 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.
- Principal contact for operational & tactical issues representing delivery of all services to the customer; manages expectations via performance metrics, reporting, escalation management & communication plans.
- Owns expense/cost target commitments for all service delivery requirements; develops, implements & monitors expense controls.
- Effectively and proactively manages risk for medium to high risk projects.
- Hires, leads and provides managerial & technical expertise to cross functional teams including 3rd party vendors to ensure performance goals are met.
- Develops & leads delivery organizations to timely, cost effective delivery of SLA requirements, identifying & recommending optimizations while managing scope, resources & coordination.
- Develops & manages account service delivery plan and contributes to strategic account plan.
- Consults in presales & change order negotiations, representing & approving delivery capability & cost solutions.
- 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.
Requirements
- 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.
- Ability to build & manage strong customer relationship at the senior level.
- Strong influence & negotiation skill.
- Ability to apply business management, financial concepts & contracts knowledge.
- Ability to prepare clear, concise and persuasive communications for multiple audiences (writing, presentation, listening).
- Ability to understand & analyze issues to develop & implement corrective action plans.
- Leadership ability to build & manage a cross cultural, cross tower & cross business team.
- Ability to proactively & effectively manage risk on medium to high risk projects.
- Coaches & mentors specialist ADM.
- Develops & consistently applies Quality & Continuous Improvement Plans.
- Excellent communication skills: verbal, written & presentation.
- Industry sector knowledge (finance, manufacturing, etc.).
- Crisis & conflict management.