Service Delivery Manager

Description -

This is a key position within our Managed Services organization to manage Federal/State/Local Government, Education, or Principle accounts either as a global SDM or only AMS SDM including NA and Canada. In this role, MS requires for the candidate must be proficient on HP’s MPS (Managed Print Services) and ideally have an excellent knowledge of the DaaS business.  The individual will exhibit confidence to solve complex business issues must have demonstrated the ability to be independent and have a highly mature judgement to manage complex and difficult conversations in a face-to-face environment with both customer and internal executives.

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.
• 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. 
• As a member of HP Federal, the successful candidate must be a US citizen.

Education and Experience Required 

• Bachelor’s degree, preferably with a master’s degree relevant to Services.
• Typically, 12+ years to demonstrate mastery of Service Business Management, specifically in the MPS services.
• Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

Knowledge and Skills:

• Track record of successful services operation management and prevention of escalations.
• Prior experience working face-to-face with HP MPS 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. 
• Demonstrate knowledge of how CS can impact contractual SLAs and cost in Delivery
• Demonstrate high emotional IQ
• Demonstrate ability to influence key stakeholders

 
Preferred 

• Knowledge of HP Printing products. 
• PMP and L6s certified and practitioner.  
• Process improvement with demonstrated results. 

The base pay range for this role is $104,800 to $149,350 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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