Customer Delivery Manager

Job description

Customer Delivery Manager

  

Job Description:

   

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Summary Description:

Provide leadership to Customer Delivery Team(s). Act as the lead operational contact for HPEFS for assigned portfolios. Responsible for team level attainment of business plan; volume, delinquency, profit and overall customer experience and other operational measures. Jointly accountable with the Sales Manager through objective setting process for the end to end ownership of the customer, HPE/HP and suppliers.

Responsibilities:

·  Lead agent of change
·  Facilitates team’s ability to provide seamless delivery and excellent service to customers/stakeholders.  Own the attainment of the Total Customer Experience measures and promote a strong customer service culture.
·  Partner with Business Process to assist in new program implementation and system implementation
·  Leading the effective execution of global transactions.
·  Lead all facets of lease process within SOA guidelines.
·  Support Sales Reps in contract negotiation & escalations.
·  Cascade key information and business metrics to Teams on a regular basis.
·  Partner with Strategic Skills and Enablement Team to ensure team has working knowledge and take advantage of the various learning opportunities.
·  Ensure Teams are in compliance with policies and procedures and that audit deficiencies are rectified.
·  Systemic analysis and management of the Customer Delivery Team’s competencies, capabilities, knowledge sharing, effective back up structure and onboarding of new colleagues.
·  In the absence of an outsourcing partner for printing and sending invoices, ensures that customer invoices are generated and sent in a timely manner.
·  Performance management responsibilities.
·  Collaborate with other Customer Delivery Managers globally to share best practices and ensure appropriate resource allocation.
·  Interface with external partners for transaction handling.

Team:

·  Coach colleagues virtually or face to face to reach their highest potential
·  Manage career development and establish strong talent pipeline
·  Support CD Vision Segments
·  Collaborate and engage with team members providing valuable input for customer projects/solutions
·  Provide guidance and leadership to all colleagues

Host Manager Responsibilities:

Role acts as a hub based resource assigned to provide oversight and leadership in the absence of the PMC (who is located in a different location) to ensure:

·  Stepping in to act in the absence of the PMC to on-board and welcome any new colleagues to the HPEFS organization
·  Be the local “eyes” of the PMC to ensure colleagues are living up to the HPE Core Values
·  The colleague are in the office on a regular basis
·  Following any local requirements as mandated by HR, etc.
·  Participating in local meetings, events, etc.
·  Keep the PMC informed of any potential issues observed related to performance

Competencies:

Interpersonal Skills:

·  Able to give and receive feedback, effective communication skills, effective interpersonal skills, effective presentation skills.

Management Skills:

·  Ability to build strong teams and drive results.
·  Work collaboratively across teams, with the ability to manage a “virtual team”,
·  An effective motivator & coach
·  Effective at resolving problems and issues
·  Effective boundary management skills
·  Effective influencing skills
·  Effective negotiation skills,

Process Improvement Skills:

·  Able to benchmark internal and external quality improvement processes,
·  Knowledge of workflow and organizational roles and responsibilities within HPEFS.
·  Understanding of lease processes and impacts, understanding of the HPEFS Business Framework.

Organization Skills:

·  Able to multitask, effective follow-up and follow-thru skills, effective organization skills, effective time management skills

Functional Competencies:

·  Financial pricing knowledge, understand the global HPEFS credit policy and procedures and legal requirements. Knowledgeable of basic tax and accounting processes and procedures. Knowledge of compensation philosophy, knowledge of cultural differences.

Experience:

·  First-level university degree or equivalent experience; advanced university degree preferred
·  Extensive knowledge of the leasing process
·  P&L experience
·  3-5 years in P&L, Credit, Documentation and Operations experience
·  HPEFS past experiences is a strong asset
·  Mastery in English and other languages as required

Job:
Services

Job Level:
Manager_1

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.