Subregion MPS Service Delivery Manager

Description -

Job scope/summary:

The EMEA Workforce Delivery Services Organization offers Managed Services & Solutions to Enterprise, Corporate and SMB customers combining HW, Supplies, Financing and Services in a Managed Print Services (MPS) offering. The Managed Services Business is expanding and is a strategic growth area to HP.

The SDM Manager is accountable for a team of Remote Service Delivery Managers (SDM) in Sofia responsible for the ongoing Service Delivery Management of assigned MPS accounts according to the contractual requirements.

The focus of the SDM Manager is driving operational excellence and customer satisfaction within his/her team.  In addition he/she is in charge of account profitability, revenue predictability and account growth.

Job specifics/responsibilities:

• Manage hiring and training of new team members; ensure they receive proper mentoring within the team and monitor the overall progress.
• Provide guidance, timely feedback and development support to each team member on an ongoing basis.
• Lead, manage and guide the team to ensure high level Service Delivery Management to MPS customers.
• Be the primary contact for Region and Sub-Regions Business Managers for MPS business related topics.
• Ensure customer satisfaction and solid financial deal management for accounts managed by RMC SDMs.
• Responsible for the overall business success of the RMC SDM Services delivered for specific EMEA sub-regions.
• Responsible for individual and team productivity and accountable for achieving performance, quality and efficiency targets
• Ensure that the team applies the standard MPS delivery processes and procedures to manage customers and business requirements and complies with Audit and SBC standards. Provide specific business knowledge to the team, support problem resolution and escalation management.
• Establishes strategies and business plans to support/drive improvements for growth, efficiencies and customer/employee satisfaction.
• Assign responsibilities, provide direction, leadership, and coaching, remove barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
• Create a working environment that is conducive to individual growth, high performance, is challenging and rewarding.

Working relationships:

Internal:

• EMEA WDS Management
• Sub-Region and Country Business and Delivery Managers
• Country Delivery Organizations
• Delivery Operations
• VAS, DSO and FOT
• MPS Business Analysts
• Business Development Managers

External:

• MPS customers
• Partners
• Suppliers
• Sub-Contractors for HP services

Education (degree) and professional experience required:

• University or College degree
• People management experience
• Experience in Service Delivery and Operations Management

Other requirements:

• Strong English language skills, written and verbal
• Any other languages knowledge would be an asset

Personal skills and qualities:

• Customer oriented
• Positive can-do attitude; out of the box thinking – able to find solutions
• Strong people management skills
• Self-starter with strong organizational and interpersonal skills
• Strong communication and presentation skills
• Ability to interact at all levels of Customer Management
• Solid financial skills and business acumen
• Focused on results with good planning skills
• Recognize the potential of team members, support their development and career progression
• Excellent team player and influencer
• Strong influence and negotiation skills in cross-functional teams, also virtual teams
• Ability to find the right level of assertiveness and make timely decisions aligning customer needs, business requirements and HP's Standards of Business Conduct
• Ability to manage conflict and complex situations and escalations
• Ability to prioritize and manage peaks of workload
• Ability to apply business acumen and to find the right balance between being pragmatic and operationally excellent
• Ability to easily adapt to organizational and structural changes

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

• MS Office applications
• Project Management Methodologies – desirable
• ITIL foundation, processes & tools knowledge – desirable
• PPS process and technology knowledge and background – preferred

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 -

Relocation -

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement