Customer Delivery Manager

Salary: $48.50 per hour exclusive of superannuation

The role:

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.

Here is an opportunity to work for a diverse and dynamic brand leader.

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.

The CDM develops and nurtures an excellent client relationship at the executive level along with Account Manager.

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 hand 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