Service Delivery ManagerDescription -This is a key position within our WDS (Workforce Delivery Service) organization to manage global T1 accounts. In this role, WDS requires advanced knowledge in our MPS (Managed Print Services) business to solve complex business issues and is regarded. This opportunity is for an expert individual that feels comfortable and confident to have complex and difficult conversations in a face-to-face environment with the customer. 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 Acts as the operational HP face in front of the customer, owning SLA performance and reporting. Leads complex customer discussions including negotiations, performance reviews, and day-to-day communication requirements. Responsible to process or lead the processing of requests from the customer during the life of the contract. Adheres to contractual agreements to deliver service or manage discussions around the service. Performs business analysis, identifies root causes, and develops action plans with recommendations/ solutions to drive business sustainable improvements to resolve internal or customer-facing requirements. Leads and develops product support or solution(s) planning over the entire lifecycle, including conformance to pricing strategies, end-to-end service delivery, and sales readiness and associated processes. Represents services on product or solution 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. 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. Utilizes in-depth understanding of customer business and complex requirements to develop business cases, validate the solution, and demonstrate services added value. Utilizes technical and business skills to lead complex cross-functional activities that drive continuous growth of the services business. Provides mentoring and guidance to peers and lower-level employees. Education and Experience Required Must Minimum of 3 years of prior experience successfully delivering MPS services for highly demanding customers and reporting out timely. Minimum of 3 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. Prior experience working face-to-face with T1 Global customers. 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. Strong Excel skills and knowledge of MPS service tools (e.g. DCC, CDAX, Dart, Fleet Ops, SharePoint) Understand the leasing concept and HP processes (Buy out, early terminations, and returns) Medium to high knowledge of the IT and services industry. In-depth knowledge of company organization and policies, HP's services offerings, end-to-end processes, tools, and routes to market. Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames. Demonstrated skills in planning and financial analysis. Experience in change management training and certification as appropriate. Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis. Preferred 8+ years to establish a proven track record in Service Business Management. Knowledge of HP Printing products. PMP and L6s certified and practitioner. Process improvement with demonstrated results Job -ServicesSchedule -Full timeShift -No shift premium (Mexico)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
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