The Personal System (PS) Service Delivery Manager for Europe and ISE is part of the Global Service Supply Chain (SSC) – Customer Support organization.
Our mission is to have “happy customers for life” and keep them loyal to HP enabling profitable revenue growth for both product and services.
Business scope spans across consumer and commercial segments; transactional and contractual businesses for the Europe and ISE markets (aka EMEA).
We keep customers loyal to HP by :
Providing the required
spare part on-time in the right place for end-customers, on-site engineers, and channel partners.
Repairing customer’s unit in one of our repair facilities with agreed time and highest quality.
We seek for an experienced top talent manager to become the PS Service Delivery Manager for Europe and ISE.
Your mission will be to drive the E2E service delivery performance, meet Customer Experience targets and define, improve, implement new processes and capabilities.
Customer Experience (sNPS) Performance Mgmt.
E2E Service Delivery Performance (Level of Service).
Participate / Drive structural improvements to meet LoS / sNPS Targets.
Drive / Manage customer BCPs in event of significant operational disruptions / crisis.
Services segment management (ie. DaaS) to meet agreed SLAs.
Services capabilities enhancement & Development to support business growth.
Responsible for organization weekly operational governance management with operational teams.
Education (degree) and professional experience required:
Technical / Master’s Degree or equivalent professional experience.
MBA and/or L6S BB/MBB will be a plus.
Typically, +10 years’ experience, including customer support, customer assurance, services, supply chain or operations environment.
People management experience covering a broad geographical span will be a plus.
Proficient in driving complex operations under a X-cultural and multi-layered organization
Personal skills and qualities:
Strong leadership skills to motive and lead a strong, remote organization in a complex enviorment.
Ability to work, manage and influence stakeholders to achieve business results.
Excellent verbal, written communication and presentation skills (Director / VP Level).
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