Customer Delivery Manager

HP; Hull and East Yorkshire; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

HP is seeking a Customer Delivery Manager in the United Kingdom to lead the delivery of high-value contracted services across multiple delivery towers, ensuring performance objectives and cost commitments are met.

You will manage incidents, SLA adherence and transformation initiatives, while building executive-level relationships, driving customer success, and guiding continuous improvement in delivery and satisfaction.

Qualifications

• Bachelor or Graduate Degree in Computer Science, Information Technology, Business Administration, or related discipline.
• Typically, 4–5 years of work experience in ITIL/ITSM, business, customer support, or related field.

Responsibilities

• Lead delivery of all high value and in-scope contracted services across service towers.
• Promote customer satisfaction through efficient, effective delivery and proactive issue management.
• Analyze trends, drive root-cause fixes, and transform reactive support into proactive service excellence.
• Understand customer demand, review supply status and risks, track progress with Supply Chain.
• Monitor service performance, customer satisfaction, and financial signals to maintain stability.
• Manage RfC lifecycle and implement contract changes when approved.
• Steer revenue forecasting, cost targets, and margins across managed services.
• Identify cost drivers and opportunities to streamline delivery for incremental value.
• Lead value reviews with customers and align services to strategic goals.
• Build account roadmaps for long-term value and growth in collaboration with customers.
• Monitor usage and delivery patterns to surface opportunities for sales teams.

Skills

Communication

Results orientation

Learning agility

Digital fluency

Customer centricity

Cross-functional collaboration

Conflict management

Business acumen

Remote work

Process maturity

Education

Bachelor or Graduate Degree in CS/IT/Business or related discipline

Tools

MS Office

Reporting tools

Data analytics

Job description

Customer Delivery Manager

Description -

Job scope/summary:

The Customer Delivery Manager (CDM) is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met, determining and monitoring initiatives to improve deal P&L, and helping customers obtain the optimum value of the contracted services

The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.

The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to customer success plan, and identify incremental revenue opportunities.

The CDM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and HP delivery organizations. The CDM develops and nurtures an excellent client relationship at the executive level along with the Account Manager.

Job specifics/responsibilities:

• Lead the resolution of incidents, coordinate customer service requests, and ensure Service Level Agreements (SLA) are consistently met.
• Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence
• Understand customer demand requirements, review supply status, and risks. Track progress with Supply Chain
• Monitor service performance, satisfaction, and financial signals to keep accounts stable and thriving.
• Safeguard customer trust. Lead the resolution of escalations fast and effectively. By analyzing trends and coordinating with delivery teams, prevent future risks and drive long-term account stability
• Manage Requests for Change (RfC) lifecycle and implement changes to the contract when approved
• Manages revenue forecasting, expense/cost targets for all service delivery requirements. Steer the financial health of managed services by maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans.
• Unlock value for the customer and the business. Dive into cost drivers, analyze usage patterns and customer insights, and identify opportunities to streamline delivery.
• Lead value reviews with customers, showcase impact, align strategic priorities, and turn operational data/KPI into strategic advantage and customer satisfaction.
• Build account roadmap for long-term value. Partner with customer to define success outcomes, align services to their goals, and proactively plan for growth
• Monitor service usage, customer behavior, and delivery patterns to spot signals of unmet needs and surfacing opportunities for the sales team to pursue. Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customer
• Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.

Education (degree) and professional experience required:

• Bachelor or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically, has 4-5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.

Other requirements:

• Fluent English bith written and verbal
• Other languages knowledge would be an asset

Personal skills and qualities:

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Strong collaboration, influence and negotiation skills in cross-functional teams
• Ability to manage conflict and complex situations
• Ability to apply business acumen and results driven attitude
• Comfortable to work in a remote, virtual environment
• Process and Methodology focused

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

• Service management certifications (e.g., ITIL, Six Sigma).
• MS Office
• Reporting tools /Data management
• Analytics skills

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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Job - Services

Schedule - Full time

Shift - No shift premium (United Kingdom)

Travel - 25%

Relocation -

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.

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