Country Support Manager

Country Support ManagerDescription -Country Support Manager will define and drive country delivery strategies aligned with local business and regional CSS teams. He/she will be accountable from end to end delivery performance at country level across all customer segments Consumer and Commercial, Support GTMs channel and direct delivery  and all delivery motions onsite, offsite, customer self-repair(CSR) and remote resolution. In addition he/she will be responsible for the operations management of Onsite and Indirect Delivery in country together with country team.Last but not least he/she will be The Focal Point for the Country Managing Director and management board,  ambassador of CSS to other functionsThe main responsibilities in details are:Country Management/CSS AmbassadorUnderstand global CSS strategies, represent and be the voice of the country to influence and integrate in strategical discussions at regional levelEngage with customers and partners to understand country delivery requirementsDefine and drive delivery strategy aligned with local business and CSS strategyDevelop and execute Country Business Plan for Service Delivery incl. Priorities – and key initiatives‘ executionLead the relationship and communication with HP Country Managing Director and management board, represent CSS organization in the boardLead the CSS Quarterly Business Reviews with  HP Country Managing Director and management board on service delivery performance and key initiative updatesSupport Services Growth by delivery readiness for expanded portfolioOperation ManagementLead the country CVT (Country Virtual Team) and POM (Process Of Management) with all delivery functions and contributorsEnsure agreement on key priorities and lead the corrective actions to hit L3/L4 (KPI/sNPS) targets. Own Country Service Delivery Operational Performance for all customer segments for In-Warranty and Out-of-Warranty, to achieve L4 – and L3 metrics by all delivery motions.Manage Service Delivery landscape for Comm. and Cons. Segments and operations, incl.CommercialOnsite – and Channel, Consumer Partner and WUR Service Center NetworkCustomer/Service managementSupport Enterprise segment‘s Big Deal Funnel management with non-standard service delivery solutions to support deal closure and involve CSS resources when required for both solutioning and rolloutDrive resolution of global – multinational Executive and Enterprise Customer mission-critical escalationsDevelop local delivery capabilities to meet future business needs and be accountable for  service delivery readiness at country level to NPI/NSI deploymentFinancial ManagementOwn country service delivery costs for Comm. and Consumer segments, initiate and drive efficienciesSkills and competencies required:High level of business acumen:We want someone who can understand the business, market trends, ever evolving customer needs/ requirements. The candidate should be strong in strategic thinking, able to analyze what drives the success and come up with clear strategies for the country supported with detailed business plan to be followed with quick and proper execution to achieve key business results (business growth, best-in-class Customer Experience, competitive and lean costs). Financial understanding is also essential as the role requires cost ownership.ExecutionThe candidate should be structured and excelled in execution (management with prioritization, always focused) with high sense of commitment (never-give up and can-do attitude) and accountability (self-driven, autonomous)In a high pressure environment effective stress management also critical for the success.Change Management:Ability to drive changesPartner/Supplier Relationship Management:The candidate required strong negotiation, influence and communication skills in linkage to interfacing partners/suppliers for business matters.Collaborative team player:Excellent collaboration with country management board and MD and the other HP delivery functions will be a key success factor as well as with EMEA. The candidate will have to interact with central/regional functions, in English, therefore the candidate should have the ability to operate effectively within a virtual (cross-cultural) team as well.The role requires balanced perspective both the country as well as regional CS.The candidate will not have people management responsibility rather acting as functional manager therefore management with influence is essentialHigh comfort level working with senior mgmt and excellent communication skills:This role will involve having regular interactions with HP senior mgmt., Partners/Supplier Mgt. as well enterprise customers. Solid executive level communication and presentation skills are essential and the candidate also required to demonstrate strong leadership attributes.Customer First ApproachAs being one of the roles in Customer Support organization which is ultimate goal is to deliver best in class experience to our customers, customer centric approach is a MUST and to be complemented with out of box thinking, always positive and can-do attitude.Be the role model for the team as well as partners/suppliers reinforcing the customer first cultureExperience and Education:Typically 8+ years to establish proven track record in directly related business. Experience in Delivery management, Services or Support (preferred), Sales, Category and/or Procurement will be valuable assets.Typically first level university degree or equivalent work experience; advanced degree is a plusTurkish and English. Other languages an advantageWe’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (Türkiye)Travel -25%Relocation -NoEqual 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 – Supplement