Service Delivery Manager

Logo of HP Inc.

HP Inc.

Regular employment

2 - 4 years of experience

Full Time

Sofia, Bulgaria


The EMEA Customer Services Organization offers Managed Services & Solutions to Enterprise and Corporate customers combining Hardware, Supplies, Financing and Services in a Managed Print Services (MPS) offering. The Managed Services Business is expanding and is a strategic growth area to HP.

The  Service Delivery Manager is responsible for managing remotely the operation of Managed Print Services (MPS) for MPS Customers finding proper balance between customer satisfaction and profitability for HP. Over the life of the contract the SDM will manage scope and quality of service according to the contractual MPS agreement. He/she is the single point of contact (SPOC) for the customer in case of operational queries and escalations as well as for contractual changes.

Job specifics/responsibilities:

  • Be the single point of contact for the customer managing change requests and customer queries
  • Manage day-to-day operation and assume responsibility for all service levels to be delivered to customer
  • Proactive elevation and escalation management
  • Prepare, lead and manage operational account reviews
  • Coordinate all relevant resources (internal/external partners)
  • Support Total Customer Experience management and achieve customer satisfaction targets
  • Manage Change Orders and provide consulting to customer on new products and services
  • Manage forecasting and P&L on an account basis and maintain profitability
  • Track and capture data/metrics

Education (degree) and professional experience required:

  • University or College degree
  • + 2 years of service delivery experience, ideally Outsourcing or Project Management or Consulting
  • Experience with Service Delivery Management and general customer handling
  • Leadership experience
  • Client facing experience (face-to-face or remote)
  • Project management or project coordination experience

Personal skills and qualities:

  • Customer oriented
  • Excellent team player
  • Strong organizational and interpersonal skills
  • Strong communication and leadership skills
  • Confident telephone manner
  • Strong collaboration, influence and negotiation skills in cross-functional teams
  • Ability to interact comfortably with all levels of customer management
  • Ability to manage conflict and complex situations
  • Understand and drive Profit & Loss on an engagement level
  • Ability to apply business acumen and results driven attitude
  • Reliable, fast learner and well organized person with a flexible and responsive attitude
  • Comfortable to work in a remote, virtual environment
  • Ability to easily adapt to organizational and structural changes
  • Process and Methodology focused

Technical skills:

  • MS Office applications
  • Project Management Methodologies - would be an advantage
  • ITIL foundation, processes & tools knowledge – would be an advantage
  • MS process and technology knowledge and background - would be an advantage

Required skills

Client Focus
Communication Skills
Project Management
Service Delivery


Additional days paid annual leave
Additional dental care
Additional medical insurance
Annual bonuses
Company training
Food vouchers
Sports card
Team buildings
Job posted 14 days ago