Service Delivery Lead

Description -

Job Summary
This role is responsible for offering comprehensive software services focused on proactive and reactive services for mission critical customers and for enhancing customer satisfaction by addressing their requirements providing guidance and resolving challenges within established procedures. The role monitors operational performance drives field operations deployment and contributes solutions to prevent recurring problems and incidents. The role also supports business growth oversees process improvement assigns responsibilities troubleshoots complex issues and provides mentoring to enhance organizational performance.

Responsibilities
Elevates customer satisfaction levels through the precise understanding and fulfillment of their requirements promptly addressing any customer-related challenges and providing appropriate guidance while adhering to established procedures.
Offers comprehensive software services encompassing pre-sales post-sales and service delivery support with a specialized focus on proactive and reactive services for mission critical customers.
Monitors operational performance and proactively engages in corrective action planning when necessary to uphold optimal service standards.
Manages and drives deployment and sustainment of field operations including escalations and expedites.
Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
Contributes to the organizations profitability by generating and cultivating new business opportunities and providing technical support for deal proposal development.
Coordinates departmental work identifies improvement opportunities and ensures effective business controls for streamlined processes.
Leads and assigns responsibilities for complex requests contributing innovative concepts and implementing changes for process improvement.
Proactively monitors and troubleshoots complex problems collaborating with exempt-level employees to develop recommendations.
Analyzes tasks collaborates with internal partners and provides mentoring and guidance to lower-level roles aiming to enhance organizational performance.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 8 years of related work experience preferably in HP products in Customer base account management computer customer support on site customer support Mission Critical systems experience or a related field.

Preferred Certifications
NA

Knowledge & Skills
Automation
Chemistry
Commissioning
Customer Relationship Management
Customer Support
Electrical Engineering
Electromechanics
Electronics
Environment Health And Safety
Field Service Management
Hand Tools
Key Performance Indicators (KPIs)
Operating Systems
Preventive Maintenance
Process Improvement
Safety Standards
Technical Services
Technical Support
Technical Training
Test Equipment

Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope
Impacts multiple departments and leads large cross-division functional teams or projects.

Complexity
Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

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.

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal