Dir, Account Delivery Leader

Job description

• Responsible to manage and grow executive customer relationship for a strategic account.
• Acts as trusted advisor at executive level for one of our largest clients - strong boardroom participant
• Manage and drive customer satisfaction & Total Customer Experience (TCE) for a portfolio of accounts
• Drives HP business goals and initiatives to success implementation within organization
• Responsible for identifying and hiring top talent to achieve business results.
• Manages and coaches team to achieve best-in-class TCE, drive down cost of delivery and achieve trusted advisor
status with customer
• Develop & promote customer strategies to grow account into reference site

Develop strategic growth plans
• Partner across business unit management team to attain broader HP business targets
• Drives organizational maturity with implementation of effective ADM methodology and tools, knowledge management
and support for ADM Profession
• Responsible to ensure knowledge management is captured, documented
and leveraged for improved performance across global portfolio
• Manages Focal Point Review (FPR) process
• Could act as Executive Sponsor for an Account

Desired profile

Education and Experience Required:
• Advanced University Degree or equivalent combination of education and experience.
• 10+ years related business experience
• Multi-cultural and global experience desired

Knowledge and Skills Required:
• Ability to build & manage strong customer relationship at the executive level
• Superior influence & negotiation skill
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop
recommendations
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
• Applies appropriate knowledge and methods to resolve very complex business issues with significant impact to
organization
• Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer
support
• Ability to proactively & effectively manage risk on high to very high risk projects
• Coaches & mentors experts & specialist Account Delivery Manager (ADM)s
• Develops & consistently applies Quality & Continuous Improvement Plans
• Ability to develop & present high impact message to executive level management
• Superior communication skills: verbal & written with the capability to represent HP at external customer & industry events.
• Industry sector knowledge (finance, manufacturing, etc.)

Crisis & conflict management
• In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs
• Strong ability to lead and coordinate large teams, often Worldwide (WW) and virtual
• Strong cultural sensitivity as works across multiple geographies
• Strong ability to negotiate within workgroups, customers and HP management
• Strong People management ability

Business Execution & Performance Monitoring
• Actively monitors business performance to ensure effectiveness, adjust strategy as required, and identify investment
Returns

Program Tracking and Reporting
• Continuously mines program data to assess overall contribution of program to business success

Cost and Budget Management
• Establishes, tracks and enforces spending parameters to protect HP's business assets, and ensure their effective
Engagement

Operations Building/Process Improvement
• Monitors, troubleshoots, and improves area-of-control operational processes to ensure optimum performance and practice
Consistency

Workforce Acquisition and Readiness
• Builds acquisition and development strategies targeted to ensuring workforce readiness, and market opportunity
Responsiveness

HPS/BU Solutions
• Understands HP Services (HPS)/Business Unit (BU) solutions in area-of-responsibility- what they consist of, product
roadmaps, key technology concepts, and the competitive landscape in which they are sold

Global Projection
• Represents HP across geographical boundaries with the cultural sensitivity and business maturity appropriate to corporate access and level of responsibility involved