Customer Delivery Manager, French/Italian
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Job Description
HP Customer Delivery Manager leading IT service delivery, SLAs, escalations, and account financial health. Building customer roadmaps and identifying optimization and revenue opportunities.
Responsibilities:
- Lead delivery of high-value and in-scope contracted services across service delivery towers
- Ensure performance goals, cost commitments, service excellence, and delivery targets are met
- Lead incident resolution and coordinate customer service requests
- Ensure Service Level Agreements are consistently met
- Analyze trends, identify recurring issues, and drive root-cause fixes
- Review customer demand, supply status, and risks; track progress with Supply Chain
- Monitor service performance, customer satisfaction, and financial signals
- Lead escalations and prevent future delivery risks
- Manage the Requests for Change lifecycle and approved contract changes
- Forecast revenue and manage expense and cost targets
- Improve margins, reduce waste, and execute recovery plans for underperforming accounts
- Analyze cost drivers, usage patterns, and customer insights to identify delivery improvements
- Lead customer value reviews and translate operational KPIs into strategic value
- Build account roadmaps and plan for customer growth
- Identify unmet needs and incremental revenue opportunities for sales teams
- Act as a trusted advisor and provide industry-specific subject matter expertise
- Drive cross-organization optimization, knowledge management, and customer engagement processes
- Develop and nurture executive-level client relationships with the Account Manager
Requirements:
- Bachelor or Master's Degree in Computer Science, Information Technology, Business Administration, or any other related discipline, or commensurate work experience or demonstrated competence
- Typically 3-5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field
- Fluent English
- Fluent French and/or Italian
- 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 working in a remote, virtual environment
- Service management certifications such as ITIL or Six Sigma
- MS Office
- Reporting tools/data management
- Analytics skills
Benefits:
- Equal employment opportunity protections
- Personal data protection and confidentiality during the selection process
- Remote, virtual work environment
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