Customer Delivery Manager

HP France

Customer Delivery Manager ensuring efficient service delivery and customer satisfaction for HP clients. Leading teams to meet client requirements and operational excellence with a focus on financial performance.

Posted 7/29/2026full-timeSofia • 🇧🇬 BulgariaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Level Agreement (SLA) management, incident resolution, and customer service excellence while leveraging analytics and financial acumen to drive operational efficiency and customer satisfaction.

Highest-signal resume keywords

ITIL/ITSM ExperienceService Management CertificationsCustomer CentricityAnalytics SkillsEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResolutionService Level Agreement ManagementRevenue ForecastingCost ManagementData Analysis

Soft Skills

Results OrientationLearning AgilityCollaborationNegotiation SkillsConflict Management

Tools & Technologies

MS Office Reporting ToolsData Management

Certifications & Qualifications

ITILSix Sigma

Industry Keywords

Customer ServiceSupply Chain ManagementOperational DataChange ManagementBusiness Acumen

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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.
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.

Requirements

What you’ll need

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 4-5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
Fluent English both written and verbal
Other languages knowledge would be an asset
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
Service management certifications (e.g., ITIL, Six Sigma).
MS Office Reporting tools/Data management
Analytics skills

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).