Service Delivery Manager - MDS Chile

Service Delivery Manager - MDS Chile

Description -

Job Summary
• This role is responsible for overseeing large customer projects with moderate complexity, localized/sub-regional scope, and high risks. The role coordinates corporate, customer and third-party vendor efforts to plan, sell and implement solutions to customer problems. The role establishes and nurtures client relationships, leads project teams of less than 20 individuals, and analyzes complex business processes. The role also collaborates with cross-functional teams to ensure expectations are well communicated and customer needs are met.

Responsibilities

• Formulates strategies in areas like performance metrics, escalation, change management, and communication with customers.

• Owns expense/cost targets for all service delivery requirements, developing, implementing, and monitoring expense controls.

• Manages high-risk projects, leads cross-functional teams, and implements corrective actions.

• Oversees timely SLA delivery, manages vendor negotiations, and contributes to account and strategic plans.

• Identifies revenue opportunities, ensures policy compliance, and contributes to organizational goals and initiatives.

• Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.

• Develops solutions and participates in presales as well as change order negotiations representing and approving delivery capability and cost solution.

• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.

• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Education and Experience Required

• Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 7-10 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Preferred Certifications
• Project Management Professional (PMP) Certification

Knowledge & Skills
• Agile Methodology
• Business Development
• Business Operations
• Change Management
• Client Services
• Customer Relationship Management
• Microsoft Project
• Milestones (Project Management)
• Process Improvement
• Project Documentation
• Project Management
• Project Management Institute (PMI) Methodology
• Project Planning
• Project Scoping
• Risk Management
• Risk Mitigation
• Scrum (Software Development)
• Six Sigma Methodology
• Systems Development Life Cycle
• Waterfall Methodology

Disclaimer
• 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.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Chile)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"