*job summary*
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 & experience* recommended*
- bachelor's degree, preferably with a master's degree relevant to services.
- 7 to 10 years of service and support experience.
- advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.
*knowledge & skills*
- track record of successful services operation management and prevention of escalations.
- prior experience working face-to-face with hp t1 global 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 8 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 mps service tools (e.g.
dcc, cdax, dart, fleet ops, sharepoint)
- understand the leasing concept and hp 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.
- experience in engaging and delivering services in the latam region is a big plus
*preferred*
- knowledge of hp printing products.
- pmp and l6s certified and practitioner.
- process improvement with demonstrated results.
*disclaimer