Customer Delivery Manager
Description -About the Role
The Customer Delivery Manager (CDM) is a key customer-facing role within our Managed Services organization, accountable for the end-to-end delivery of Managed Print Services (MPS) to enterprise customers.
This role focuses on service outcomes, operational governance, and customer satisfaction, acting as the primary point of accountability for service performance. The successful candidate brings deep managed services expertise, strong executive presence, and the ability to independently manage complex operational and commercial situations.Job requires the candidate to be in the office/customer location three times a week.
What You'll Be Responsible For
- Act as the primary owner of the customer's service delivery experience, accountable for operational performance and contractual outcomes.
- Ensure services are delivered in line with SLAs, KPIs, and agreed service commitments, proactively addressing risks and performance gaps.
- Lead service governance, including operational reviews, business reviews, and structured reporting cadences.
- Serve as the main escalation point for service-related issues, leading resolution and recovery activities as required.
- Analyze service performance trends and metrics to identify root causes, improvement opportunities, and optimization initiatives.
- Partner with cross-functional delivery, sales, and support teams to ensure seamless, end-to-end managed services delivery.
- Manage complex customer interactions, including performance discussions, expectation alignment, and service recovery conversations.
- Drive continuous improvement initiatives that enhance service quality, operational efficiency, and customer value.
- Maintain strong awareness of service delivery financials, including cost-to-serve and margin impact.
- Lead and execute moderate to high-complexity service initiatives independently, managing priorities and outcomes.
- Act as a subject-matter expert, providing guidance and mentoring to peers where appropriate.
What You Bring
- Senior-level experience in Managed Services delivery or a related outsourcing environment.
- Proven success owning enterprise customer relationships with accountability for service performance and customer satisfaction.
- Strong understanding of service management disciplines, including incident, problem, change, and escalation management.
- Ability to operate autonomously with sound judgment in complex, high-pressure situations.
- Experience working across multiple teams and stakeholders to deliver consistent service outcomes.
- Strong analytical capability with experience interpreting service data and translating insights into action.
- Excellent verbal and written communication skills, with confidence engaging customer leaders and executives.
- A continuous improvement mindset with demonstrated success driving service optimization.
Qualifications
- Post-secondary education in Business, Information Technology, or a related field, or equivalent experience.
- Extensive experience in customer delivery, service delivery, or service management roles within an MSP, OEM services, or large enterprise environment.
- ITIL, project management, or service management certifications are considered an asset.
Why This Role Matters
- You will directly influence customer satisfaction, retention, and long-term service success.
- You will operate as a trusted delivery partner to customers, helping them realize ongoing value from managed services.
- You will shape how managed services are delivered, governed, and continuously improved.
Compensation and BenefitsThe salary range for this role is $77,950 to $102,000 annually. Pay within this range will be based on the review of experience, skills, and internal equity.
As a full time, employee of HP Canada, you will be eligible to participate in the company's group benefit programs, including medical, dental, life insurance, and disability coverage, subject to the terms and conditions of the applicable plans. During your employment term, you will receive 15 paid vacation days per year prorated based on your start date. Detailed information regarding benefits-will be provided upon hire and is subject to the terms and conditions of the applicable plans.
Job -Services
Schedule -Full time
Shift -No Shift premium (Canada)
Travel -25%
Relocation -No
