Service Delivery Manager

**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