Subregion MPS Service Delivery Manager

Subregion MPS Service Delivery ManagerDescription -Job scope/summary:The EMEA Workforce Delivery Services Organization offers Managed Services & Solutions to Enterprise, Corporate and SMB customers combining HW, Supplies, Financing and Services in a Managed Print Services (MPS) offering. The Managed Services Business is expanding and is a strategic growth area to HP.The SDM Manager is accountable for a team of Remote Service Delivery Managers (SDM) in Sofia responsible for the ongoing Service Delivery Management of assigned MPS accounts according to the contractual requirements.The focus of the SDM Manager is driving operational excellence and customer satisfaction within his/her team.  In addition he/she is in charge of account profitability, revenue predictability and account growth.Job specifics/responsibilities:Manage hiring and training of new team members; ensure they receive proper mentoring within the team and monitor the overall progress.Provide guidance, timely feedback and development support to each team member on an ongoing basis.Lead, manage and guide the team to ensure high level Service Delivery Management to MPS customers.Be the primary contact for Region and Sub-Regions Business Managers for MPS business related topics.Ensure customer satisfaction and solid financial deal management for accounts managed by RMC SDMs.Responsible for the overall business success of the RMC SDM Services delivered for specific EMEA sub-regions.Responsible for individual and team productivity and accountable for achieving performance, quality and efficiency targetsEnsure that the team applies the standard MPS delivery processes and procedures to manage customers and business requirements and complies with Audit and SBC standards. Provide specific business knowledge to the team, support problem resolution and escalation management.Establishes strategies and business plans to support/drive improvements for growth, efficiencies and customer/employee satisfaction.Assign responsibilities, provide direction, leadership, and coaching, remove barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.Create a working environment that is conducive to individual growth, high performance, is challenging and rewarding.Working relationships:Internal:EMEA WDS ManagementSub-Region and Country Business and Delivery ManagersCountry Delivery OrganizationsDelivery OperationsVAS, DSO and FOTMPS Business AnalystsBusiness Development ManagersExternal:MPS customersPartnersSuppliersSub-Contractors for HP servicesEducation (degree) and professional experience required:University or College degreePeople management experienceExperience in Service Delivery and Operations ManagementOther requirements:Strong English language skills, written and verbalAny other languages knowledge would be an assetPersonal skills and qualities:Customer orientedPositive can-do attitude; out of the box thinking – able to find solutionsStrong people management skillsSelf-starter with strong organizational and interpersonal skillsStrong communication and presentation skillsAbility to interact at all levels of Customer ManagementSolid financial skills and business acumenFocused on results with good planning skillsRecognize the potential of team members, support their development and career progressionExcellent team player and influencerStrong influence and negotiation skills in cross-functional teams, also virtual teamsAbility to find the right level of assertiveness and make timely decisions aligning customer needs, business requirements and HP's Standards of Business ConductAbility to manage conflict and complex situations and escalationsAbility to prioritize and manage peaks of workloadAbility to apply business acumen and to find the right balance between being pragmatic and operationally excellentAbility to easily adapt to organizational and structural changesTechnical skills (procedures and documents the employee has to be acquainted with):MS Office applicationsProject Management Methodologies – desirableITIL foundation, processes & tools knowledge – desirablePPS process and technology knowledge and background – preferredWe’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.Job -ServicesSchedule -Full timeShift -Summarized Shift (Bulgaria)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 – Supplement