Global Support Operations Director - Field & Channel Delivery

Global Support Operations Director - Field & Channel DeliveryDescription -CSSD’s vision is to deliver best-in-class customer service, evolve from reactive to proactive support, and enable HP’s growth through insights and operational excellence.  CSSD has embarked on a journey to transform itself from having one-time customer interactions to building lifelong relationships, from providing break-fix focused services to becoming more solution / outcome-oriented, from being reactive to become more proactive, and from having fragmented channels to become more omnichannel and enabling faster and more accurate resolution for customers.  We are developing a future-ready workforce equipped with the skills and agility needed to drive productivity and support sales at the point of service.The role is to transform our F&C Global Support operations from break fix delivery to a services and business enabler.  Accelerate the use of AI-powered tools, digitization, and telemetry to enable proactive support while making our operations seamless through E2E focus, standardization and automation. Prior experience and knowledge of Operations management, understanding of ITIL terminology, working with services vendors / channel partners, and understanding of commercial aspects / service models are critical.  We need this role to be based at one of our key strategic sites preferably in Costa Rica, or Bangalore.Job SummaryBe responsible for the overall management of F&C Global Support operations with focus on digital transformation, automation, Operations efficiency, Compliance Management and Risk Management. Be accountable to drive large multi-department areas and locations with significant impact on business unit results and the greater organizational strategy.  Must have strong experience, knowledge & background in Customer Support & Services and ability to lead and influence various functions across CS , Supply Chain and cross functional teams.Being part of HP Solutions GBU, this role plays an important part in enabling services business growth in the market by delivering world class operational capability which enable customer / partner experience for that segment / entity.  Key measures include SLA, Customer satisfaction measured by CSAT, Part consumption (PPSN), RR (Re-repair) reduction and other metrics around part consumption and fraud prevention. Demonstrated ability to lead transformation of an organization to a services mindset, with customer centricity, thought leadership and strong change management leadership, while inspiring and maintaining engagement of our teams, internal stakeholders, and partners.Responsibilities

• Directs the services segment management for a large, complex enterprise, or oversees a pivotal sub-function for one of the organization’s most extensive and complex businesses.
• Orchestrates the planning, design, execution, communication, and delivery of the organization's services segment management undertakings within the stipulated sphere.
• Leads process improvement and policy development projects, oversees operational success, aligns strategies, integrates activities with major organizational functions, and owns numerous measurable goals.
• Responsible for meeting cost targets and driving operational efficiency goals to align Cost to serve with revenue..Transform the operations through AI powered tools and working with process engineering and digital team for process simplification and automation.Lead Customer & Partner escalations by working with various functions in markets, service supply chain and contact centers.Champion Employee experience, diversity and inclusion initiatives and develop a customer centric culture through empowered and engaged workforce. Drives employee engagement of a high performing team, with strong strategic thought leadership and resiliency to ensure an engaged workforce.Orchestrate the planning, design, execution, communication, and delivery of the organization's services segment management undertakings within the stipulated sphere.Lead process improvement and policy development projects, oversee operational success, align strategies, integrate activities with major organizational functions, and own numerous measurable goals.Experience and success with financial and headcount budget management aligned to business goals.Perform talent management responsibilities including recruitment, performance management, coaching and career development.Education & Experience Recommended
• Advanced degree strongly preferred.Minimum requirement of 10 years of experience in Support / Operations  and Service Segment deliveryA proven track record of 10 years of operations management in large organizations, with supplier / partner and financials management.Prior experience of leading larger teams and collaborating with cross functional team.Knowledge and SkillsBuild new capabilities and experience of working with services vendors & channel partners and understanding of commercial aspects.Ability to identify new vendors / partners, onboard and operationalize new services request from BU for delivery.Knowledge of ITIL Framework and understanding of IT infrastructure delivery requirements, best practices.Agile methodology to adapt quickly to changes and deliver value efficiently.Superior ability to provide service business management consultation to senior managers, directors, and executives within area of expertise.Strong resiliency and entrepreneurial spirit.  Ability to operate in a rapidly changing environment and be comfortable with uncertainty and volatility.  Be comfortable with prioritization and reprioritization as business strategies evolve and be able to make decisions quickly.Demonstrate broad knowledge of organization policies, products, markets and processes.Exceptional skills in management of people and building business relationships and partnerships across geographies, businesses, and functions. Knowledge in organizational design and planning and team productivity in a cross-functional organization.Excellent communication skills catering to a wide variety of audiences.Excellent consulting, influence, and negotiation skills. Demonstrated leadership and influencing skills in a team setting, including extended teams where members are not direct reports.Impact & Scope
• Impacts entire business and influences company direction across multiple disciplines or areas of HP.Complexity
• Uses input from managers and directors to inform strategy and achieve company goals and objectives.Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here :  Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – SupplementSummaryLocation : Bangalore, Karnataka, India; Santa Ana, San Jose, Costa Rica; Gurgaon, Haryana, IndiaType : Full time