Transformation Manager

Job Summary

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.

As Transformation Manager in the Partner Management and SAPOS COE you will be part of the CS (Customer Support) CCC (Customer Care Center) organization. Partner Management and SAPOS COE organisation owns partner relationships for the network of delivery partners customer care centers over all the Globe. Objectives of the organization are to provide superior customer experience, rapidly adopt digital and automation, drive Services Revenue Growth and Sustainability.

We have the mission to support Delivery partner CCC on 3 pillars:

• Business Value: Drive profitable revenue growth, execute SAPOS and Services strategy & capitalize on partner capabilities to drive success
• Transformation: Design and execute landscape strategy (including flexible workforce models and consolidation, Transform delivery models & Market intelligence and efficiency programs)

• Future of Work: Ensure we have future ready partners (bringing latest technology, tools, technology, mindset and skills), with future ready skills and workforce​

Your mission will be to lead the Transformation team of project managers to develop innovative and transformational projects which may span across business models, footprint changes and efficiency improvements. You will work with regional and global teams, and external partners, in a highly multicultural and multi-country environment.

Main tasks / responsibilities

• Provides direct and ongoing leadership to a team of talented individual contributors designing, developing, and coordinating projects for partner delivery. Including, new business models, partner changes and efficiency improvements.
• Lead team communications on team performances, project status and deal with crisis directly with Partners.
• Manages relationships with outsourced partners, including setting expectations regarding deliverables, service quality, schedules, and costs; ensures that team members are effectively communicating and collaborating with outsourced resources.
• Proactively identifies opportunities for process improvement and cost reductions opportunities.

Key success factors

• POR delivering on time and committed savings and CX
• Define Long Term view on how Partner Transformation need to happen
• Project objectives being achieved: Savings, implementation dates or build mitigations
• Opportunities for efficiency in projects are identified and implemented
• Partner Productivity Improvement

Job description

• Design Partner POR to deliver expected savings and Customer Experience
• Lead Project Managers to deliver on their duties
• Structure a right Governance
• Get main stakeholders informed
• Deliver solutions that works for Operations. Smooth handover to Operations
   

Technical skills

• Experience on leading complex multicultural teams
• Proven Strategic thinking experience
• Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience
• Familiar with HP Customer Care Center support environment. Good understanding of current setup, Operations, and processes.
• Proven ability to work effectively in a multi-cultural, diverse, virtual global team.  Must have strong personal relationship skills.
• Program management expertise, ideally: PMP Certified. COPC certification is a plus
• Vendor Management knowledge
• Proven ability to interact and drive topics to completion in a complex environment.
• Strong ability to collaborate and influence.
• Excellent verbal and written communication skills, including negotiation and influencing skills (Fluent in English is a must)
• Experience in working with Global Teams is a definite plus

Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
Preferred Certifications
• Project Management Professional (PMP)
Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.