Global Partner Master Data - Delivery Enablement & Opertions en Sant Cugat del Vallès

Business Environment Description

CS (Customer Support) focuses on services growth, operational efficiency and developing people to create an experience where every HP partner is a promoter and every customer an HP fan. CS GSSO (Global Service Strategy & Ops) goal is to drive value to HP customers through innovative service delivery models and scalable processes while achieving industry leading cost structures.

Delivery Enablement and Operations is a Critical Function in our Services Business. We are driving several global programs (Olympia, Channel Operations Automation, Ticketing tool, delivery programs simplification, etc.), and have new ones being launched (PSN, Field Mobile app, etc.), and support other pan-HP ones (Simplify, Medallia, etc.).

The Global Partner Master Data (PMD) admin owns the setup, compliance and improvement over time of specific global processes and policies that are required for Partner accounts and master data administration. The Global PMD needs to be the experienced and knowledge expert of these, help the other PMD admins and users with any roll-outs. The Global PMD will also have a deep knowledge of channel service delivery processes and will work to drive up skill and compliance to process/policy changes through communication and training.

Main tasks & responsibilities

• Develops and maintains standardized E2E Global processes related to partner master data in Olympia platform
• Ensures E2E Global process adherence and compliance
• Acts as an expert providing direction and guidance to process improvements and establishing policies
• Leads at global level the administration of partner master data, accounts and profiles
• Partner closely with other PMD admins to resolve process or operational issues
• Communicates tactical process decisions, issues, and workarounds related to supported areas
• Leads and drives escalation resolution for areas of subject matter expertise
• Collaborates with operational teams and business stakeholders to gather business requirements, supporting the design of new or improved processes, and understand business and customer impact

Education and Experience Required

• Typically, 6-10 years of related experience in IT/business operations
• Typically, 5-8 years of project management experience
• Experience in any of the following: Customer Operations, Services and Support, Supply Chain.
• Experience leading cross-organizational/functional project teams
• First-level university degree or equivalent experience; advanced university degree preferred
• Quality improvement training and certification (existing or planned) required
• Experience leading cross-organizational/functional project teams
• PMP certification (existing or planned)

Knowledge and Skills Required

• In-depth knowledge of HP operational processes, industry trends, and customer/partner requirements
• In-depth understanding of core HP businesses and the revenue cycle
• Excellent communication skills (i.e. written, verbal, presentation), leadership, and influence skills
• Mastery in English; Advanced written and verbal communication, presentation and persuasion skills; very good communication skills
• Strong business experience in multiple process areas with excellent project management and process development skills
• Ability to drive process improvements using industry standard quality improvements tools and concepts
• Strong project management skills such as planning, execution and implementation
• Mature analytical and process analysis skills
• Advanced level of process management capability
• Teamwork focused.

Benefits

• A Women Network that organizes activities all year long, such as the promotion of STEM vocations among girls.
• Opportunity to work in an international organization with colleagues coming from all over the world.
• Diverse internal growth and career opportunities.
• An attractive package of benefits such as private health insurance, life insurance, lunch at reduced prices at our canteen, discounts on HP products and flexible working schedule etc.
• Sports centre (indoor and outdoor); gym, squash courts, tennis courts, basketball courts and regular fitness classes such as Yoga, Pilates, etc.
• We also dedicate time and resources to contribute with our community through Corporate Volunteering activities.