Service Delivery Manager

hace 6 días

Lo Barnechea, Metropolitana, Chile HP A tiempo completo

Job Summary

This role is responsible for meticulous tracking of delivery progress and adjusting as needed for successful program outcomes. The role establishes and achieves operational objectives aligned with strategic goals, oversees departmental teams, and participates in cross-department initiatives. The role supervises lower-level supervisors and skilled employees, ensuring project prioritization, goal attainment, and skill development. The role also manages customer relationships, installation, training, and maintains up-to-date expertise in technical platforms.

Responsibilities

  1. Tracks delivery progress meticulously, regularly reporting status updates and making necessary adjustments to ensure successful program outcomes.
  2. Establishes and successfully attains operational objectives in alignment with strategic goals.
  3. Directs and guides departmental teams, participates in cross-department initiatives, and serves as an escalation point for subordinate employees and supervisors.
  4. Supervises lower-level supervisors and highly skilled, non-exempt employees, prioritizing projects, ensuring goal achievement, and providing coaching and feedback for skill development.
  5. Ensures that issues and recommendations are escalated following technical support policies and procedures.
  6. Identifies scalable growth paths for solutions, infusing design activities with insights that empower customers to expand and evolve.
  7. Builds and maintains strong relationships up to senior management level in assigned accounts as well as with their key technical decision-makers and influencers.
  8. Manages and coordinates the installation, initial set-up, and training of new equipment and software at the customer's location.
  9. Maintains knowledge and expertise of enhancements and new functionality within technical platforms.

Education & Experience Recommended

  1. Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
  2. Typically has 4-7 years of job-related experience or 2-4 years of management experience, preferably in HP products in Customer base, account management, computer customer support, on-site customer support, Mission Critical, systems experience, or a related field.

Preferred Certifications

  1. ITIL Certifications

Knowledge & Skills

  1. Automation
  2. Chemistry
  3. Commissioning
  4. Customer Relationship Management
  5. Customer Support
  6. Electrical Engineering
  7. Electromechanics
  8. Electronics
  9. Environment Health And Safety
  10. Field Service Management
  11. Hand Tools
  12. Key Performance Indicators (KPIs)
  13. Operating Systems
  14. Preventive Maintenance
  15. Process Improvement
  16. Safety Standards
  17. Technical Services
  18. Technical Support
  19. Technical Training
  20. Test Equipment

Cross-Org Skills

  1. Customer Centricity
  2. Prioritization
  3. Resilience
  4. Team Management
  5. Strategic Thinking

Impact & Scope

  1. Impacts multiple teams and supports projects requiring understanding of multiple disciplines or areas of HP.

Complexity

  1. Develops creative responses to resolve issues.

Disclaimer

  1. This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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