Global Customer Delivery Lead (Remote)

HP; United States; Remote; USD 67,000 - 101,000; Full time

Job summary

HP Inc. Bulgaria EOOD is seeking a Customer Delivery Manager to lead delivery of contracted services across service towers, ensuring performance goals and cost targets are met.

You will drive customer success, manage risks, and build executive-level client relationships while coordinating with Sales, Account Management, and Supply Chain teams. The role requires 5+ years in ITIL/ITSM, strong communications in German and English, and a track record of transforming delivery performance into value

Qualifications

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

Responsibilities

• Lead incident resolution, coordinate service requests, ensure SLA adherence.
• Analyze trends, drive root-cause fixes, and turn reactive support into proactive service excellence.
• Understand customer demand, review supply status, and track progress with Supply Chain.
• Monitor service performance, satisfaction, and financial signals to maintain account health.
• Lead escalation resolutions, prevent risks, and drive long-term account stability.
• Manage Change (RfC) lifecycle and implement contract changes when approved.
• Forecast revenue and manage expenses to maximize margins.
• Identify opportunities to streamline delivery and unlock value for customer.
• Lead value reviews with customers and translate KPIs into strategic advantage.
• Build account roadmap for long-term value and growth with the customer.
• Monitor usage and behavior to surface opportunities for sales team.
• Drive cross-organization optimization and knowledge management.

Skills

German language

English language

Delivery management

Client relationships

Communication

Education

Bachelor's degree in CS/IT/Business

Tools

MS Office

Reporting tools

Data analytics

ITSM tools

Job description

HP Inc. Bulgaria EOOD is seeking a Customer Delivery Manager to lead delivery of contracted services across service towers, ensuring performance goals and cost targets are met.

You will drive customer success, manage risks, and build executive-level client relationships while coordinating with Sales, Account Management, and Supply Chain teams. The role requires 5+ years in ITIL/ITSM, strong communications in German and English, and a track record of transforming delivery performance into value