Service Delivery Manager - IT Security Services
HP - Cincinnati, OH

This job posting is no longer available on HP. Find similar jobs: Service Delivery Manager jobs - HP jobs

Service Delivery Manager - IT Security Services - 1112877

      · Principle contact for operational & tactical issues representing delivery of all Managed Security services to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan
      · Develops & manages service delivery plan.
      · Owns customer operational relationship: develops & nurtures to excellent customer satisfaction
      · Develops and nurtures senior mgmt relationships with the customer
      · Understands customer at local, country, region & Worldwide (WW) level to analyze delivery requirements & contribute to customer strategic business plan
      · Ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans
      · Develops & leads MSS delivery organization to timely, cost effective delivery of compliance to Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination
      · Consults in presales & change order negotiations, representing & approving delivery capability & cost solution
      · Works at regional or global level
      Education and Experience Required:
      · 3 - 8 years relevant business experience
      · Multi cultural and x-country experience desired
      · Information Technology Information Library ~ ITIL
      Knowledge and Skills Required:
      · Ability to build & manage strong customer relationship at the senior level
      · Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations
      · Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively
      · Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
      · Applies appropriate knowledge and methods to resolve complex business issues
      · Leadership ability to build & manage a cross cultural business team for effective & efficient customer support
      · Ability to proactively & effectively manage risk on medium to high risk projects
      · Develops & consistently applies Quality & Continuous Improvement Plans
      · Ability to develop & present high impact message to senior level management
      · Excellent communication skills: verbal, written & presentation
      · Industry sector knowledge
      · Crisis & conflict management
      Critical Competencies to Drive Business Results:
      Account Relationship Management
      Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account.
      Compliance Monitoring/Management
      Manages delivery to ensure cost-effective service delivery compliance to Service Level Agreements (SLA) and Hewlett-Packard (HP)/Managed Services (MS) service quality standards
      HPS/BU Business Context
      Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP's strategy for market penetration
      Partner Satisfaction
      Cultivates and maintains positive relationships with partner to ensure retention and growth of business relationship .
      HPS/BU Solutions
      Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
      HPS Solution Interfaces
      Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
      Problem Solving
      Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
      Job - Services
      Primary Location - United States-Ohio-Cincinnati

      Schedule - Full-time
      Job Type - Experienced
      Shift - Day Job
      Travel - Yes, 25 % of the Time

      HP - 2 years ago - save job
      About this company
      3,468 reviews
      Hewlett-Packard Company, or HP, is an American multinational information technology corporation headquartered in Palo Alto, California, USA...