HWSD Specialist

HWSD Manager owns the end-to-end management of Hardware Services (HWS) transactions in progress, identifying, managing, and mitigating operational and delivery risks throughout the transaction lifecycle. The role ensures that customer Service Level Agreements (SLAs) are consistently achieved across all product and service offerings through effective coordination of cross-functional teams, proactive escalation management, performance monitoring, and continuous process improvement initiatives.

• Possess a bachelor’s degree in business, Engineering, IT, Telecommunications, or a related field, with 5+ years of experience in customer, account, service delivery, or program management, including enterprise customers and executive stakeholders.
• Demonstrate strong customer relationship management, stakeholder engagement, communication, negotiation, problem-solving, project/service delivery management, risk/escalation handling, and commercial business acumen, with preferred certifications such as ITIL, PMP/PRINCE2, or Agile.

• Act as the primary point of contact between Hardware Services (HWS) and the CARES Programme Manager
• Ensure successful delivery of HWS services and achievement of agreed customer outcomes.
• Manage the end-to-end HWS transaction lifecycles, from initiation through completion.
• Identify, assess, and mitigate risks that could impact service delivery or SLA achievement.
• Monitor operational performance and drive adherence to customer Service Level Agreements (SLAs).
• Lead resolution of service issues, delays, and escalations through cross-functional collaboration.
• Provide regular status updates, risk assessments, and performance reporting to stakeholders.
• Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
• Support governance activities and ensure compliance with contractual and operational commitments.
• Represents the customer to the Hardware Services (HWS) teams.
• Ensure service levels from back-to-back multi-vendor agreements meet customer SLAs and resolve delivery discrepancies.
• Resolve customer escalations and billing-related issues.
• Work effectively in mixed environments, applying best practices and in-depth business knowledge to improve services.
• Act as a professional advisor and mentor for staff, potentially leading projects or small teams and managing day-to-day staff issues.