Service Delivery Manager - Global Client Management (GCM) Client Experience
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.
The Service Delivery Manager (SDM) is the end-to-end owner of customer outcomes, delivery predictability, and account performance across assigned portfolios within the GDC Client Experience organization. This role is accountable for building a scalable, standardized, and data-driven delivery system that ensures consistent SLA performance, superior customer experience, operational stability, and sustained business growth. The SDM operates as a single point of accountability across delivery execution, customer engagement, governance, financial performance, program execution, and transformation initiatives.
What you’ll do:
Responsibilities :-
Outcome Ownership
- Own end-to-end performance outcomes across all assigned accounts covering SLA compliance, KPI adherence, customer satisfaction, and delivery quality.
- Drive continuous improvement in account-level performance metrics and ensure sustained upward trends.
- Act as single point of accountability for all delivery commitments and contractual obligations.
Delivery Governance & Predictability
- Establish and enforce structured governance cadences including weekly operational reviews, monthly service reviews, and quarterly business reviews.
- Ensure standardization of delivery processes, templates, and reporting frameworks across all accounts.
- Drive predictable delivery through proactive planning, monitoring, and control mechanisms.
Customer Relationship & Experience Management
- Build strong relationships with customer stakeholders and act as trusted advisor for delivery and service outcomes.
- Align delivery execution with customer business priorities and strategic objectives.
- Drive customer satisfaction, retention, and long-term engagement through proactive value realization.
Data-Driven Delivery Management
- Own and maintain delivery dashboards, KPI scorecards, and reporting accuracy.
- Drive decision-making through data insights, trend analysis, and performance reviews.
- Ensure visibility of account health, risks, and opportunities through structured reporting.
Global Delivery Leadership
- Lead geographically distributed teams across multiple regions and time zones.
- Ensure seamless coordination across delivery teams, stakeholders, and functions.
- Drive consistency and alignment in execution across global delivery environments.
Financial & Business Performance
- Own financial performance including cost efficiency, revenue retention, and delivery optimization.
- Support account growth through identification of opportunities and delivery-led value creation.
- Ensure financial discipline and efficiency across delivery operations.
Team Leadership & Capability Development
- Lead, mentor, and develop teams to achieve high performance and accountability.
- Ensure clarity in roles, KPIs, and expectations across teams.
- Drive structured onboarding, continuous learning, and capability enhancement.
Program & Transformation Execution
- Plan and execute delivery-related programs and strategic initiatives across accounts.
- Drive adoption of digital tools, automation, and process improvements.
- Ensure successful execution of transformation initiatives aligned with organizational priorities.
Critical Skills
- Service Delivery Governance (SLA, KPI, compliance)
- Customer Experience & Relationship Management
- Program & Project Management Leadership (planning, execution, governance, and delivery tracking)
- Risk & Escalation Management
- Financial & Performance Management
- Global Stakeholder Management
- Data-driven decision-making & reporting
What you need to bring :
Qualifications & Experience
- 10–15+ years of experience in service delivery, operations management, or IT services.
- Proven experience managing enterprise accounts and end-to-end delivery environments.
- Strong experience in global delivery models and cross-regional operations.
- Demonstrated experience in program or project management roles.
Success Metrics
- SLA and KPI compliance across all accounts
- Customer satisfaction and retention outcomes
- Delivery predictability and reduction of escalations
- Utilization and productivity improvement
- Revenue retention and contribution to growth
- Program execution success and transformation impact
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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Job:
Services
Job Level:
Manager_1
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
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