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Regional Service Delivery Manager

2 weeks ago

Kuala Lumpur, Malaysia Hewlett Packard Full time

**What a Regional Service Delivery Manager does at HP**:

- ** Regional Service Delivery Management**: Design the governance framework for global and regional deals in between business units and supporting organizations, and lead it for the accounts allocated in portfolio from a service delivery perspective. Define as required roles and responsibilities and work to continuously improve the HP/Partner operational ecosystem supporting key Asia Pacific Japan (APJ) accounts.
- ** Operations/SLA Management**: coordinate as required with internal teams to ensure contractual SLA is met for all allocated accounts. Oversee infrastructure upgrades, modifications and deployments with customer impact. Own and manage all operations and delivery related conversations with the customer. Work with internal teams to develop problem management framework and service improvement plans.
- ** Customer Relationship Management**: Act as a primary contact for Customer queries and issues. Put in place preventive actions to ensure customer commitments are met, and escalations are pre-empted. Responsible to achieve best-in-class customer satisfaction on key Asia Pacific Japan (APJ) accounts.
- ** Process engineering**: When and as required by the leadership team, look end to end across service delivery management processes, as well as upstream and downstream processes. Identify opportunities to streamline, track, eliminate duplication, automate or improve the as-is status. Lead action planning to tangibly improve the above.
- ** Compliance/Audit**: Act as required by the leadership team as a Compliance/Audit point of contact - including and not limited to Audit engagements. Design, lead and/or implement remediation plans as required.

**Individuals who do well in this role at HP, usually possess**:

- Ability to work in a diverse team, and with a diverse range of people.
- Deep understanding of Services/Contractual business, direct back ground preferred.
- Bachelor's Degree in Business Management or relevant fields.
- Min 8 years Service Delivery and/or Operations Management experience (or relevant equivalent).
- Min 2 years experience in Project/Program Management preferred (or relevant equivalent).
- Growth mindset, creative thinking & Quick to embrace change.
- Excellent Stakeholders Management skills.
- Good understanding of financials/costing/pricing methodologies in the services industry.
- Good understanding of Risk Management methodologies in the Customer Support environment.
- Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision - to create technology that makes life better for everyone, everywhere._
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