Service Delivery Manager

Description -

Job Summary
• This role is responsible for managing a focused team of individual contributors, supervisors and overseeing day-to-day operations of the customer service management function in line with organizational policies. The role leads performance objective setting, resource allocation, and the execution of diverse customer service management programs. The role collaborates with cross-functional teams to drive process improvements and policy development, while ensuring integration of customer information and infographics to enhance product support. The role also defines performance metrics, sets program objectives, manages budgets, and facilitates talent management efforts.

Responsibilities
• Manages a team of individual contributors and/or supervisors, overseeing day-to-day activities, and ensuring fairness, consistency, timeliness, as well as compliance with the organization’s policies and procedures.
• Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse customer service management programs and processes.
• Enhances customer-centricity by ensuring that the customer feedback is incorporated into business plans, product roadmaps, and feature development.
• Collaborates with various product teams to integrate customer information and infographics to enable accurate and effortless resolutions, enhancing product support.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
• Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
• Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
• Establishes and nurtures relationships with customer subject matter experts and relevant customer management personnel, aiming to sustain and expand business partnerships.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in telephone support, microcomputer industry, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Account Management
• Accounting
• Billing
• Call Center Experience
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Data Entry
• Financial Services
• Inbound Calls
• Invoicing
• Key Performance Indicators (KPIs)
• Marketing
• Outbound Calls
• Process Improvement
• Salesforce
• SAP Applications
• Technical Support
• Workflow Management

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

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.
 

#Li-Post

Job -

Services

Schedule -

Full time

Shift -

No Shift premium (Philippines)

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement