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PC Service Capability Lead

À propos de l’offre d’emploi

Contractual services is a strategic initiative for HP, targeted at growing contractual sales (recurring revenues) and extending our services business (higher service content).This is already a large and growing market and HP is investing across the board in sales, infrastructure and new services to take a leading position.

Our organization (Customer Support / CS) delivers the contractual services sold to our customers (mostly Corporate Enterprise and Public Sector). Our Contractual Delivery Capability team has the responsibility to develop and optimize competitive delivery capabilities. These are the services sold to our Device-As-A-Service/DaaS (PC) or Managed-Print-Services customers. We are basically the “R&D of services”.

The Service Capability lead (known as well as Delivery Capability Manager) is responsible for a set of delivery capabilities supporting our PC contractual business.

In this role you will be responsible for identifying, designing, implementing and improving ITIL based processes behind the PC services delivery.

As such, you will frequently contribute to the development of new ideas and methods. While working in a global team (covering all markets), you will work closely with regional service delivery teams, as well as the Global Business Unit (GBU). The role includes providing expert support to regional pursuit teams on the delivery capabilities she/he manages. These pursuit teams are engaged with customers to provide a contractual solution and regularly require Subject Matter Experts to help.

Key Deliverables/accountabilities

• Project management plan for development of new services
• Fully documented “recipe” for all operational roles once new service is designed, to handover to them
• Key stakeholder updates to managers and Directors with regard to project status, issues etc
• Act as a single point of contact from regional CS delivery for New Service Introduction (NSI) projects and governance programs.
• Accountable for effective planning, execution, monitoring and controlling of the project activities related to multiple New service introduction projects using project management standards and methodologies
• Work as a go-to expert for process and workflow enhancement activities; ensuring that requirements are met through sequenced activities, inputs, and outputs; and are measurable and manageable.
• Serve as integral part of organization as a thought leader in applying ITIL processes and principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels.
• Analyse business and stakeholder needs, priorities, document requirements, and make recommendations on how to apply best practices and methodologies to address priorities, policies, procedures, technical problems, and bottlenecks.
• Develop the End to End process documentation and get them signed-off from the required stakeholders & Country Leaders (include the required Business case , Process flows, diagrams , manuals etc.) as per the agreed Template for new services launched .
• Structure, implement and improve IT services processes.
• Process definition plan, identify the reviewers and process sign-off mechanism.
• Collaborate with the HP IT / Tools team as required to customize the tools in-scope.
• Agree with the stakeholders on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics.
• Provide the Process/tools training to all the resources in the Engagement.
• Provide proper handholding of the Processes to the Process Manager / Process Owners.

Working Relationships

• Global Business Unit in charge of PC Services
• Pursuit teams in particular Solution Architects and Delivery Assurance Managers
• Services Delivery teams in regions, especially Transition and Transformation Managers and Account Delivery Management
• Global, Regional or Country delivery organizations (contact centers, field, channel, supply chain).
• As an expert on services in assigned region, you may be asked to provide consulting in front of customers during deal pursuit phases

Education And Experience Required

• Engineering or Master degree
• Service management:
  • ITIL certified – strong knowledge of ITIL service design & service transition management
  • Experience in IT workplace services : fleet management, hardware, software, OS and applications
• Project management
  • 7+ years in project management roles or in like roles/businesses
  • PMP certification welcome.
• Cross-functional and multi-country working experience
• Knowledge and experience of break/fix and exchange delivery models would be a plus

Personal Skills

• Excellent Presentation skills, verbal and written communication skills and facilitation skills.
• Strategic thinking
• Building relationships, conflicts management, capacity to influence across organizations
• Achievement drive, optimism and growth mindset

Thank you for taking the time to review our job; if you think it matches your experience and interests, please apply today; we are eager to learn more about you!