{"id":1673818,"url":"https://alion.io/job/hewlett-packard-customer-delivery-manager","title":"Customer Delivery Manager","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":43000,"max_usd":111000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":880},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-14T01:20:51Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Customer Delivery ManagerDescription -\nThe Customer Service Delivery Manager (CDM) is responsible for ensuring the seamless delivery of services to clients according to contractual commitments, make sure compliance with all contract deliverables, developing the customer relationship and meet account financial goals while maintaining high levels of customer satisfaction. This role will be leading operational and value reviews with customers, engaging the key stakeholders within the assigned account and managing improvement projects to drive continuous improvement across service delivery functions.\nIt will require advanced subject matter knowledge to solve complex business and operational issues. Frequently interacts directly with customers, presenting operational metrics, managing communication during escalations and developing and presenting corrective action plans. Also contributes to the development of new ideas and methods to drive operational efficiencies and reduce costs.\nWorks on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors and is used to work in cross-functional initiatives and teams, interacting with organizations such as Sales, Supply Chain, Dispatch and Field. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers and exercises independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.\nKey Responsibilities\n Service Delivery OversightManage end-to-end service delivery lifecycle including planning, execution, and performance monitoring.\nEnsure compliance with Service Level Agreements (SLAs) and contractual obligations.\nWhen SLA´s are not met, coordinate and work as needed with operational teams (e.g., supply chain, IT, operations) to meet delivery targets.\nHandle escalations related to lack of resolution or any other kind related to support services\nMonitor KPIs such as response time, resolution rate, and customer satisfaction scores.\nIdentify service delivery issues and implement corrective actions.\nDrive process improvements and automation initiatives.\n\nCustomer Relationship Management\nAct as the primary point of contact for customers and key stakeholders.\nBuild and maintain strong relationships with clients, ensuring their needs are met and expectations managed.\nLead regular operational and value review meetings and feedback sessions.\nFinancial cost management\nAccountable for meeting cost and profitability targets defined for the account\nProvides reliable financial forecasts to Management.\nTeam Leadership\nCollaborate with Customer Operations teams, Transition Managers, and technical teams.\nSupport onboarding and training of service delivery personnel.\nAlign cross-functional teams to deliver consistent and high-quality service\nStrategic Planning\nContribute to account planning and business development efforts.\nSupport upsell and renewal opportunities by aligning service value with business needs.\nParticipate in risk management and resource planning activities.\nVendor management:\nMake sure vendors supporting the account delivers at the expected quality and against contract\nManage Purchase Orders and control invoices to pay vendors.\nQualifications\nFrist-level university degree in Business Administration, IT, Project Management, Communications, Finance or any related field.\n5+ years of experience in service delivery, customer success, or project management.\nUnderstanding of ITIL or other service management frameworks.\nExcellent English communication, leadership, and problem-solving skills.\nProficiency in service management tools and HP Support processes\nPreferred Skills\nExperience in managed services or enterprise-level service delivery.\nAbility to work across global teams and manage remote service operations.\nFamiliarity with contract and SOW management.\nSelf-driven, with communication skills and customer oriented.\nDemonstrates an in-depth understanding of key Services' operational policies, processes and methodologies applicable to project management.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (Costa Rica)Travel -\n25%Relocation -\nNoEqual Opportunity Employer (EEO)-\nHP, 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).\nPlease 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.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":5233,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T07:36:16Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.596,"p_room":0.35,"age_days":13,"expected_fill_days":5,"reasons":["conf:2","wave","velocity","win:tail","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hewlett-packard-customer-delivery-manager","json_url":"https://alion.io/job/hewlett-packard-customer-delivery-manager.json","meta":{"generated_at":"2026-10-14T02:01:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4155,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhewlett-packard-customer-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhewlett-packard-customer-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhewlett-packard-customer-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hewlett-packard-customer-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhewlett-packard-customer-delivery-manager"}]}