Service Delivery Manager with English - SOV04 - Sofia Business park B10 (SOV04)

Service Delivery Manager:

At HP, our vision is a world where innovation drives extraordinary contributions to humanity. Our mission is to create technology that inspires ambitious and meaningful progress with the belief that one thoughtful idea has the power to change the world.

As a Service Delivery Manager you have a win-win opportunity: Use your skills to manage the delivery of our printing services, then grow your own career through a variety of paths inside one of the world’s leading technology companies.

You will be responsible for managing remotely the operation of Managed Print Services for MPS Customers finding proper balance between customer satisfaction and profitability for HP.

What a Service Delivery Manager does at HP:

• Is the single point of contact for the customer managing change requests and customer queries

• Manages day-to-day operation and assumes responsibility for all service levels to be delivered to customer

• Proactive elevation and escalation management

• Prepares, leads and manages operational account reviews

• Coordinates all relevant resources (internal/external partners)

• Supports Total Customer Experience management and achieves customer satisfaction targets

• Manages Change Orders and provides consulting to customer on new products and services

• Manages forecasting and P&L on an account basis and maintains profitability

• Tracks and captures data/metrics

Individuals who do well in this role at HP, usually possess:

• University or College degree

• + 2 years of service delivery experience, ideally Outsourcing or Project Management or Consulting

• Strong English language skills (spoken and written)

• 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

• German language is a plus

Personal skills and qualities that will help you out:

• 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 to work in a remote, virtual environment

• Process and Methodology focused

Technical skills:

• MS Office applications and min. basic level of Excel

• 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

We love our work environment and career growth journey. We think you will too:

• Inspirational and collaborative team that supports your growth

• Various career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.)

• The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impact

What do we offer:

• Additional medical insurance

• Life insurance

• Additional days paid leave

• Food vouchers

• Wellness program (incl. Multisport cards)

• Work-life balance support including work from home opportunities