Delivery Assurance Manager

Delivery Assurance Manager

Description -

The HP Managed Services Delivery (MSD) organization is focused in driving global consistency in managing contractual accounts and their performance, profitability and loyalty along their lifecycle, from deal solutioning and readiness, to transition and regular deal operation, working in close partnership with Pursuit and Services Sales organizations and with all MSD Functions. Our main focus is to grow HP’s contractual business, strengthen and align our delivery capabilities and in driving account-level profitability.

Within this group, the Global Delivery Assurance Manager (DAM) Team is aimed at representing Delivery in the early stages of the deal during the pursuit phase.

This role provides regional/global single point of contact in MSD, service delivery expertise, and end to end support to the deal Pursuit Teams (Sales, Engagement Leads and Solution Architects) until the deal is signed. To this end, the DAM acts as an extended part of the Pursuit Teams, enabling and accelerating the solution design and costing process, identifying potential delivery risks and assessing adequate levels of deal governance.

Main responsibilities include:

• Ensure solutions proposed to customer are robust, deliverable and focused on achieving customer business outcomes

• Review technical/delivery/contractual/commercial aspects

• Resources usage, partner and subcontractor identification

• Costs are optimum and achievable whilst maintaining the corporate margin

• SLAs / KPIs and rate of change are in line, exceptions are approved

• Act as a Delivery SME, providing service delivery inputs to the Solution Architects (SA) to define the best proposal to customers, for local, regional and global deals

• Check technical feasibility, assess operational risks and provide mitigation strategies

• Define low level flow charts on how the overall designed solution is expected to work. Consults with other SME as required (inside and outside of MSD) in order to align and validate the overall solution

• Build strong relationships across cross-functional teams

• Define high level operational plans and supports SA in documenting the Delivery Solution, including risk identification and mitigation strategy

• Escalate critical issues and recommend corrective actions

• Verify solution compliance with HP internal policies, customer contractual requirements, and industry standards

• Support SA in gathering Delivery Approval for the solution and records

• Partner SOW elaboration and negotiation

• Hand over approved Delivery Solution to Transition Manager (TM) and remain involved at the early stages of the deal set up phase in support of the TM

• Ensure lessons learned are captured and implemented

  

Education and Experience Required:

• Typically, 5+ years to demonstrate mastery of Service/IT Business Management

• Advanced experience in several of the related disciplines of delivery (Supply Chain, Contact Center, Sales Ops, Contract Support, etc), solution architecting, bid desk or transition management

• Preferred experience on sales environment, or support to sales teams

• ITIL Fundamentals certification

Knowledge and Skills Required:

• High knowledge of Information Technology and services industry

• Understanding of the contractual world, demonstrate a sales oriented mindset

• In-depth and broad knowledge of company organization, functions, culture, HP Services (HPS) Carepack Portfolio and Contractual Services (MCS, MDS & MPS), routes to market, and end to end processes. Unique mastery and recognized authority in area of responsibility.

• Highly developed problem solving abilities, support deal re-solutioning by finding optimization opportunities and high levels of efficiency across deal design

• Demonstrated ability to lead and inspire teams, develop relationships across organizations incl. stakeholder management

• Ability to drive and influence others across multiple markets and geographies

• Proven negotiation and conflict resolution skills

Job -

Business Planning

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

25%

Relocation -

No

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"