Field Delivery Operations

FIELD DELIVERY OPERATIONS MANAGER

Senior Manager - MG2

Location – Gurgaon / Bangalore (Alternative Locations)

India Field Delivery leadership role applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. You play a critical role in leading the team in for a large multi-department area(s) or location(s) with significant impact on business unit results and organizational strategy. Must act as a key advisor to Service Delivery Partners and HP senior leadership on the development of overall policies and long-term goals of the organization. Ensuring excellent customer satisfaction and driving continuous improvement in service delivery processes and ensure profitability. Manages activities of non-exempt/exempt individual contributors and/or MG1s. Recruits and supports development of direct staff members.

Additional Guidance/Criteria:

• Position typically reports to Director or above
• Directs and controls activities within a sub-region or Region.
• Typically manages 10 or more direct reports. Span of Control guidelines may differ from these numbers.

Responsibilities:

• Operations Excellence: Manage Onsite, bench and Walk-in repair operations across the Commercial and Consumer segment of Print and PC business. Responsible in delivering to Support Efficiency, Customer Excellence & Field delivery OKRs through a team of Territory Supplier Operations Manager across India
• Team Leadership: Mentors and coaches, in demand for a range of internal and external activities, senior mentor with strong personal pull using every opportunity to develop and grow others
• Supplier Operations Management: Act as the trusted advisor to Service Supplier Partner through escalation management oversee onboarding/offboarding & renewals, drive channel programs deployment, MOC, records management
• Business Acumen & Governance: Joint engagement with Country Leadership representing CS. Drives HP CSSD business goals and initiatives to successful implementation within the organization Lead strategic service partner performance reviews and compliance audits
• Strategic Engagement: HP advocate for H/W & Solutions for business deals, drive services growth strategy, strategic partner identification & nurturing. Execute transformation and digital initiatives to automate the operations and continues to benchmark with other services organizations.
• Stakeholder Management & Communications: Establish strong relationships with GTM, partners & customers, acting as the main focal contact for channel service delivery e2e; provides timely updates on key performance indicators (KPIs), initiatives and strategic plans
• Process Transformation: Identify opportunities to simplify, automate and drive efficiency through cross org. Contributes to compelling business case development to demonstrate high value of HP delivery solutions
• Issue Resolution:  Address and resolve service delivery issues, including supplier and customer escalations. Prompt and effective resolution of customer issues critical. Also assists as the technical consultant for Power Services Partners. Works with GBU/RBU on complex cases for solutions
• Contract Management: Collaborate with the global, channel sales and legal teams to draft & service delivery agreements. Ensure compliance with obligations and manage renewals and amendments.
• Risk Management: Identify and mitigate potential risks. Develop contingency plans and proactive measures to minimize disruptions and ensure business continuity.
• Industry Awareness: Stay updated with industry trends, emerging technologies, and best practices related to service delivery management. Continuously enhance your knowledge and skills to drive innovation and maintain a competitive edge.

Education and Experience Required:

• Advanced University Degree or equivalent combination of education and experience.
• 15+ years related business experience.
• Multi-cultural and global experience desired.

Knowledge and Skills:

• Ability to build & manage strong customer relationship at the executive level.
• Superior influence & negotiation skill.
• Ability to apply business management, financial concepts & contracts knowledge to analyse business needs and develop recommendations.
• Excellence in Execution - Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support
• Ability to proactively & effectively manage risk on high to very high-risk projects.
• Develops & consistently applies Quality & Continuous Improvement Plans.
• Ability to develop & present high impact message to executive level management.
• Superior communication skills: verbal & written with the capability to represent HP at external customer & industry events.
• Crisis & conflict management Skills
• Strong cultural sensitivity as works across multiple geographies within India and outside
• Strong Talent Management experience. Coaches & mentors’ experts & specialist in Field and Channel Operations

Job –Services Business Operations

Schedule - Full time

Hiring Manager - Kee Jen Wong

Global Job Level – Senior Manager

Global Job Code – 00S24Q