Inside Customer Delivery Manager (CDM)

Description -

Job scope/summary:

The Inside Customer Delivery Manager (CDM) is responsible for managing a team of Inside CDMs, providing support, direction and expertise and participating in cross-functional initiatives, acts as a point of escalation for customers, team members as well as other managers. The role ensures delivery of all high value and in-scope contracted services across all service delivery towers involved and leads initiatives for supporting organizational goals. The Shared CDM Manager also fosters an environment of growth, high performance, and continuous improvement.

Job specifics/responsibilities:

• Manages a team of Inside CDMs, forecasting resource needs and aligning them with business requirements for optimized performance.

• Manages deliverables, schedules, vacation plans and absence, ensuring that resources are appropriately allocated, and that goals, objectives, timelines are met in accordance with the organizational roadmaps.

• Provides mentoring and guidance to direct reports.

• Performs talent management responsibilities including recruitment, training, performance management, coaching and career development.

• Cultivates an environment promoting team growth, high performance, and a rewarding workplace.

• Proactively identifies and communicates process improvement opportunities

• Communicates project status and escalates issues to direct managers, program managers, and internal and external stakeholders.

• Drives tactical initiatives and contributes to growth plans, organizational goals and leverages knowledge management for performance enhancement.

• Applies subject matter knowledge to support escalations and guides the team in solving common and complex issues within established policies.

• Works on various problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

• Acts as subject matter expert to recommend changes in alignment with business tactics and strategy.

Key deliverables/accountabilities:

• Manage the performance, mentoring, coaching, training and development of team members

• Plan team capacity, workload distribution, schedules, vacations and backups

• Support team members during escalations and handling complex escalations

• Guide team in resolving activities

• Handle complaints and queries (from customers and staff)

• Help to build good relationships with internal and external teams and customers

• Optimize and aim for effectiveness and efficiency

Education (degree) and professional experience required:

• Typically requires Bachelor degree or advanced university degree

• Experience in customer support, escalations and resolutions management – 4-6 years preferred

• 4-6 years related work experience including 2-3 years of people management experience

Other requirements:

• Fluent in written and verbal English

• Fluency in second European language is an advantage

Personal skills and qualities:

• People management

• Demonstrate administrative or operations knowledge

• Strong communication skills - outgoing, natural communicator and presentation skills

• Strong analytical, problem-solving and summarizing skills

• Root cause analysis, risk assessment and prevention

• Ability to work independently with minimal to zero supervision

• Ability to help guide a team and set priorities

• Strong leadership skills, including coaching, teambuilding, and conflict resolution

• Adherence to strict timelines/ Detail oriented person

• Proactive in highlighting issues/ Team player

• Ability to operate effectively within a virtual (cross-cultural) team

• Self-motivating and able to work as part of a Remote/Virtual team

Technical skills (procedures and documents the employee has to be acquainted with):

• PC Knowledge: MS Office, collaboration platforms, Excel, Databases, Power BI

• Good understanding of the Contractual business

• Knowledge of ITIL and Project management is an advantagе

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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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"