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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- 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.
- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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).
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Project ManagementKPI MeasurementCost ManagementService Delivery OptimizationCustomer Support
Soft Skills
Problem SolvingCreative Solution DevelopmentTeam LeadershipCommunication Skills