Account Delivery Manager

Account Delivery ManagerThis role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE office

Who We Are:

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:

The Account Delivery Manager is a direct client contact position responsible for leading delivery of all high value and in- scope contracted services across service delivery towers ensuring that performance goals and cost commitments are met. They work with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. They promote Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.

The ADM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client's strategic business plan, and create incremental revenue opportunities. They own the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. They manage overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. They also develop and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

Your Key Responsibilities:

• Develops and nurtures senior management relationships with the customer.
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
• Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
• Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
• Ability to effectively and proactively manage risk for medium to high risk projects.
• Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
• Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• Negotiates with and manages 3rd party vendors contributing to contractual requirements.
• Identifies incremental revenue opportunities and supports pursuit activities.
• Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
• Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

About You

• 3 - 8 years relevant business experience.
• ITIL/ITSM experience.
• Ability to build & manage strong customer relationship at the senior level.
• Strong influence & negotiation skill.
• Capability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Competence to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
• Aptitude to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
• Adeptness to proactively & effectively manage risk on medium to high risk projects.
• Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
• Skill to develop & present high impact message to senior level management.
• Excellent communication skills: verbal, written & presentation.
• Crisis & conflict management.
• Government Security Clearance desirable but not mandatory
• Ability to travel intrastate on a monthly basis for 2-3 days

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements {+ 5 more}

What We Can Offer You:

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

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.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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