Customer Delivery Manager

Description -

Job Summary
• The Customer Delivery Manager (CDM) is accountable for end‑to‑end customer delivery success, spanning operational service execution, financial performance, and long‑term customer value. This role owns the customer relationship post‑sale, ensuring services are delivered in accordance with contractual commitments while driving renewals, profitability, and growth. The CDM acts as the single point of accountability for service health, customer satisfaction, and business outcomes, partnering closely with Sales, Operations, and cross‑functional teams to deliver measurable value and sustain the customer relationship.

Responsibilities
• Develops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.

• Owns the overall customer delivery relationship, serving as the primary operational and strategic point of contact

• Owns delivery cost management, expense targets, and service profitability for assigned accounts.

• Manages deal and account financial performance, including revenue forecasting, cost analysis, and margin protection.
• Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication.
• Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed.
• Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions.
• Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions.
• Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications.
• Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations.
• Drives alignment around business review meetings, regular reporting intervals, structures, and cadences.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications
NA

Knowledge & Skills
NA

Cross-Org Skills
• Effective Communication

• Financial Acumen (Cost, Margin, P&L awareness)

• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Relationship & Stakeholder Management

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

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.

The pay range for this role is $73,800 up to $113,650 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 11 paid holidays

• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"