Job Summary

This is a key position within our WDS (Workforce Delivery Service) organization to manage global T1 accounts either as a global SDM or only AMS SDM including NA and LATAM. In this role, WDS requires for the candidate must be highly knowledgeable of HP’s Managed Services. The individual will exhibit confidence to solve complex business issues must have demonstrated the ability to be independent and have a highly mature judgement to manage complex and difficult conversations in a face-to-face environment with both customer and internal executives.
This Service Deliver Manager will work on complex problems where the analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower-level employees.

Responsibilities

• Leads and develops product support or solution portfolio planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.

• Represents services on product or solution portfolio core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.

• Monitors services performance, identifies performance gaps, and takes necessary actions to prevent escalations.

• Performs proactive and recovery business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.

• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.

• Responsible for revenue and margin contribution for a set of (more than one) solutions or services through cost analysis and reduction initiatives.

• Provide leadership in the development, and execution of the HP Services Vision - helping customers transform their business and derive measurable business value from their IT investment.

• Utilizes technical and business skills to lead complex cross- functional activities that have a high impact on the services business.

• Expert on creating strong bonds and keeping aligned with stakeholders and partner functions.

• Enjoys providing mentoring and guidance to peers and lower-level employees.

Education and Experience Required

• Bachelor’s degree in computer science, Information Technology or Business or related discipline.

• Must have computer components and replaceable parts technical knowledge.

• Advanced experience in one or several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

• Negotiation skills

Knowledge and Skills:

• Track record of successful services operation management and prevention of escalations.

• Prior experience working face-to-face with customers in the services industry,

• In-depth and broad knowledge of company organization, functions, culture, HPS services portfolio, routes to markets, and end to end processes.

• Process improvement with demonstrated results.

• Highly developed problem-solving abilities.

• Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressure situations. Strong skills in exercising independent judgment.

• Ability to correctly design reports and interpret their output.

• Highly developed project/ program management and change management skills. Solid understanding of business planning methods and business acumen.

• Excellent presentation skills. Highly developed negotiation/ influencing skills.

• Minimum of 4 years of experience managing MPS processes and tools.

• Problem detection and analysis of root cause with strong experience in creating improvements to promote sustainable improvement, minimum 3 years.

• High-level organization, project management, sense of urgency, and attention to detail skill set.

• Excellent communication skills to handle difficult conversations with demanding customers in English.

• Solid Excel skills and knowledge of HP Managed Service tools (e.g. DCC, CDAX, Dart, Fleet Ops, SharePoint)

• Understand the leasing concept and HP services processes (Buy out, early terminations, and returns)

• In-depth knowledge of company organization and policies, HP's services offerings, end-to-end processes, tools, and routes to market.

• Growth mindset is a must in this role.

Preferred

• Knowledge of HP Printing products.

• Workstations technical product management knowledge/experience

• PMP and L6s certified and practitioner.

• Process improvement with demonstrated results.

• Experience in engaging and delivering services in the LATAM region is a big plus.