HPWS MS Managed Services Segment Manager

HPWS MS Managed Services Segment Manager

Description -

Job scope/summary:

As part of the Capabilities Deployment Team scope, we must look to optimize our existing & future Service Delivery via clear Processes, Training and Automation to ensure the stability of the CDM Role.

The Services Segment Mgr requires you to apply developed subject matter knowledge to drive process, service quality and customer experience improvements in Managed Service Delivery.

He/she may lead improvement initiatives or act as a representative of the CDM team, providing direction to the decision makers. He/she may provide training and coaching to the CDM community on improvements executed.

Currently the requirement is to support the Team with Automation opportunities identified to further develop our CEX SDS Survey Process, moving away from manual manipulation of data therefore allowing for value add analysis resulting in CEX improvements.

Support is also required to develop instructions, and trainings if needed, and ongoing support for the CDM Community in relation to self service MPS Customer Reporting utilising Global Tools or to have the guidelines needed in order to create a Custom View.

Further and future development of the role will be related to CDM Process Support in the MDS, MCS and MPS space, identifying process improvement opportunities and independently driving these improvements in collaboration with the Enablement Team and Mission Owners.

Job specifics/responsibilities:

• Lead, design and define initiatives to drive process, quality and performance improvements, focusing on operational excellence.

• Continuously challenge the status-quo and propose innovative new approaches for cost reduction and process enhancements, based on best practices, analytical outcomes, country operations findings, cross-function proposals, etc.

• Become a Subject Matter Expert for Service Delivery, be the representative of the CDM Team in cross-function initiatives and manage requests coming from various stakeholders

• Enhance process documentation

• Ensures high level of customer satisfaction

• Collaborate with Enablement Team to ensure ongoing alignment within CDM Playbooks of all Process changes.

• Support the direct manager with implementation of special requests

Key deliverables/accountabilities:

• Provide Process SME Knowledge

• Identify & Execute on Automation opportunities that bring process efficiencies and optimizations

Education (degree) and professional experience required:

• Typically 5+ years’ experience in the industry, Channel environment, Consumer and / or Commercial.

• Experience in project management, partner account management, in sales or procurement will be valuable

• Degree level in engineering, IT and / or in business

Other requirements:

• Fluent English both written and verbal

• Other languages knowledge would be an asset

• Business acumen

• Able to understand global business processes and identify impact of change

• Able to apply tools and technology to produce results

Personal skills and qualities:

• Strong communication and influencing skills

• Positive can-do attitude

• Customer centric approach

• Out of the box thinking – able to find solutions

• Excellent teamwork/collaboration skills 

• Good presentation skills virtually or face to face

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Job -

Services

Schedule -

Full time

Shift -

Summarized Shift (Bulgaria)

Travel -

No

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"