At a Glance
- Tasks: Lead high-value service delivery and ensure customer satisfaction while managing operations.
- Company: Join HP Australia, the world's biggest tech start-up with a dynamic culture.
- Benefits: Competitive salary, career growth, and the chance to work with a global brand.
- Other info: Opportunity to build strong client relationships and drive strategic initiatives.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: Mid-level experience in service delivery and advanced Microsoft Office skills required.
The predicted salary is between 90000 - 110000 $ per year.
This is a unique role working for an Agency contracted to the global blue-chip company HP Australia. In 2015 HP Inc was born, now the world's biggest tech start-up. Building off its Silicon Valley legacy, HP is on a reinvention journey to make technology better for everyone, everywhere, through engineering experiences that amaze. Based out of our Melbourne CBD or Forest Hill office, we are now recruiting for a Customer Delivery Manager.
This role requires expertise in service delivery and operations management to oversee all high-value contracted services across multiple delivery towers. Candidates must have mid-level experience to effectively manage customer delivery operations. Essential technical skills include advanced proficiency in Microsoft Office Suite.
The Customer Delivery Manager (CDM) is a client-facing leader responsible for overseeing the delivery of all high-value, in-scope contracted services across multiple service delivery towers. This role ensures that performance objectives and financial commitments are consistently met, identifies and drives initiatives to improve deal profitability (P&L), and works closely with customers to help them realize the full value of the contracted services.
The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, defines with the customer a Customer Success Plan, and identifies incremental revenue opportunities along the duration of the contract. The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving optimization while managing scope, resources, cost of delivery and coordination of the different delivery towers.
The Customer Delivery Manager (CDM) acts as the single point of accountability for service delivery within each account, ensuring all contractual commitments and service level agreements (SLAs) are met. As the primary contact for both the client and HP delivery teams, the CDM manages all operational and tactical service-related matters.
Responsibilities:
- Manages day-to-day deal operation and assumes responsibility for all service levels to be delivered to customers, leading the resolution of incidents and coordinating customer service requests.
- Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence.
- Monitors service performance, satisfaction, and financial signals to keep accounts stable and thriving. Lead the resolution of escalations fast and effectively.
- Steer the financial health of managed services maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans.
- Generate cost and revenue projections to support the Flash forecasting cycle.
- Supports Total Customer Experience management and achieves customer satisfaction targets.
- Identifies upsell and cross-sell opportunities and hands them over to Sales.
- Create, maintain and improve customer success plans, reporting success KPIs in the Value Reviews, showcasing impact, align on strategic priorities, and turn operational data/KPI into strategic advantage.
- Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customers.
Client Delivery Lead in Melbourne employer: Brain Sells
HP Australia is an exceptional employer that fosters a dynamic work culture in the heart of Melbourne, offering employees the chance to lead high-value services while building meaningful client relationships. With a strong focus on professional growth, HP provides ample opportunities for career advancement and skill development, ensuring that team members are well-equipped to thrive in their roles. The collaborative environment and commitment to innovation make HP a standout choice for those seeking a rewarding and impactful career.
