Account Delivery Manager with German

**Responsibilities**:

- Develops and nurtures senior management relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
- Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Negotiates with and manages 3rd party vendors contributing to contractual requirements.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

**Education and Experience Required**:

- First Level University Degree or equivalent combination of education and experience.
- 4 - 8 years of relevant business experience.
- Multi cultural and x-country experience desired ITIL/ITSM experience.

**Knowledge and Skills**:

- Fluency in German and English is required, French language skills are an advantage.
- Ability to build & manage strong customer relationship at the senior level.
- Strong influence & negotiation skill.
- Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
- Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
- Ability to proactively & effectively manage risk on medium to high risk projects.
- Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
- Ability to develop & present high impact message to senior level management.
- Excellent communication skills: verbal, written & presentation.
- Industry sector knowledge (finance, manufacturing, etc.).
- Crisis & conflict management.

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