Customer Delivery Manager at HP Law

Heredia, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Customer Success, Project Management, ITIL, Leadership, Problem Solving, Managed Services, Contract Management, Communication, Financial Forecasting, KPI Monitoring, Process Improvement, Automation, Risk Management, Resource Planning, Client Relationship Management

Industry

IT Services and IT Consulting

Description

Works 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. Service Delivery Oversight Manage end-to-end service delivery lifecycle including planning, execution, and performance monitoring. Ensure compliance with Service Level Agreements (SLAs) and contractual obligations. When SLA´s are not met, coordinate and work as needed with operational teams (e.g., supply chain, IT, operations) to meet delivery targets. Handle escalations related to lack of resolution or any other kind related to support services Monitor KPIs such as response time, resolution rate, and customer satisfaction scores. Identify service delivery issues and implement corrective actions. Drive process improvements and automation initiatives. Build and maintain strong relationships with clients, ensuring their needs are met and expectations managed. Provides reliable financial forecasts to Management. Contribute to account planning and business development efforts. Support upsell and renewal opportunities by aligning service value with business needs. Participate in risk management and resource planning activities. Manage Purchase Orders and control invoices to pay vendors. Collaborate with Customer Operations teams, Transition Managers, and technical teams. Support onboarding and training of service delivery personnel. Align cross-functional teams to deliver consistent and high-quality service Frist-level university degree in Business Administration, IT, Project Management, Communications, Finance or any related field. 5+ years of experience in service delivery, customer success, or project management. Understanding of ITIL or other service management frameworks. Excellent English communication, leadership, and problem-solving skills. Experience in managed services or enterprise-level service delivery. Ability to work across global teams and manage remote service operations. Familiarity with contract and SOW management. Self-driven, with communication skills and customer oriented. Demonstrates an in-depth understanding of key Services' operational policies, processes and methodologies applicable to project management.

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Responsibilities

The Customer Delivery Manager oversees the end-to-end service delivery lifecycle, ensuring compliance with SLAs and managing escalations. They monitor KPIs, drive process improvements, and maintain strong client relationships.