Customer Field Services Category Manager

Description -

This role is responsible for developing and executing category and sourcing strategies for Customer Field Services including install move add change and decommission (IMACD) services on-site customer support break-fix repair and related field-service capabilities. The Category Manager partners with business operations finance legal and regional stakeholders to translate service requirements into sourcing plans supplier strategies competitive commercial models and executable contracts. The role proactively manages stakeholder expectations leads or participates in planning activities and recurring governance forums monitors supplier and category performance and identifies opportunities to improve cost service quality delivery coverage customer experience and supply continuity.

Responsibilities

Develops and executes regional or global category strategies for Customer Field Services including IMACD on-site customer support break-fix services deskside support dispatch services and associated parts or logistics requirements.
Maintains knowledge of field-service market trends supplier capabilities labor models geographic coverage emerging technologies cost drivers and applicable regulatory or workforce considerations.
Partners with operations and business stakeholders to understand service requirements demand forecasts geographic coverage service-level expectations customer commitments and planned business changes.
Proactively manages stakeholder expectations by establishing clear objectives timelines decision points dependencies escalation paths and communication routines.
Participates in annual and quarterly planning demand and capacity reviews business reviews project meetings sourcing councils and recurring stakeholder governance forums.
Develops category plans sourcing strategies supplier segmentation models competitive bid events business cases and supplier recommendations supported by market operational and financial analysis.
Leads or supports requests for information requests for proposal supplier evaluations negotiations contracting renewals and supplier transitions.
Evaluates commercial models such as fixed fee per-dispatch per-device per-site time-and-materials dedicated staffing and outcome- or performance-based arrangements.
Negotiates pricing service levels performance measures governance requirements transition obligations risk protections and continuous-improvement commitments.
Monitors supplier performance against contractual commitments service-level agreements key performance indicators financial targets customer-experience measures and corrective-action plans.
Identifies and mitigates risks related to service continuity supplier dependency geographic coverage workforce availability subcontracting information security compliance transition readiness and business continuity.
Works with internal partners and suppliers to resolve performance issues manage escalations implement recovery plans and maintain uninterrupted customer support.
Develops productive supplier relationships while maintaining appropriate commercial discipline accountability and adherence to procurement policies.
Identifies savings cost avoidance demand-management standardization automation and productivity opportunities without compromising service quality or customer outcomes.
Supports implementation and transition activities following sourcing decisions including stakeholder communications supplier onboarding knowledge transfer readiness reviews and stabilization governance.
Maintains category documentation market intelligence sourcing records contract data performance reporting and a forward-looking pipeline of sourcing and renewal activities.
Uses procurement contract-lifecycle sourcing and reporting systems to maintain accurate data support sourcing events and approvals monitor obligations and milestones and produce actionable category and supplier insights.

Education & Experience Recommended
Four-year or graduate degree in Supply Chain Management Business Administration Finance Operations Information Technology or a related discipline or commensurate work experience and demonstrated competence.
Typically 47 years of experience in category management strategic sourcing procurement supplier management IT services field-service operations or a related discipline. Experience sourcing or managing IMACD deskside support on-site customer support break-fix dispatch or comparable outsourced service categories is preferred. Experience working across countries or regions and managing multiple stakeholder groups is also preferred.

Preferred Certifications
Professional procurement supply chain project management or IT service management certification is preferred but not required.

Knowledge & Skills
Category management and strategic sourcing
Customer Field Services and IT support delivery models
IMACD on-site support deskside support dispatch and break-fix service operations
Supplier selection competitive bidding and commercial evaluation
Contract negotiation and service-level agreement development
Supplier performance and governance management
Stakeholder engagement and expectation management
Financial analysis should-cost modeling and total cost of ownership
Demand capacity and sourcing pipeline planning
Risk assessment business continuity and supplier transition management
Executive communication facilitation and presentation skills
Ability to work effectively across business technical legal finance operations and procurement organizations
Familiarity with or prior use of procurement strategic sourcing and contract-lifecycle management platforms such as SAP Ariba Icertis Jaggaer or comparable enterprise systems
Significant experience and expertise in Microsoft Excel including advanced formulas pivot tables data validation large-data-set analysis financial modeling and dashboard development
Strong proficiency in Microsoft PowerPoint including development of concise executive presentations sourcing recommendations business cases and supplier-performance reviews
Proficiency with data collection visualization reporting and collaboration tools used to consolidate information track performance identify trends and communicate actionable insights
Ability to maintain data quality reconcile information across systems and translate market financial operational and supplier data into clear recommendations

Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Strategic Thinking
Collaboration and Influence

Impact & Scope
Influences sourcing supplier cost service-quality and risk decisions across multiple business teams countries or regions. May lead category initiatives sourcing projects supplier governance activities and cross-functional workstreams.

Complexity
Manages moderately complex categories and assignments involving multiple stakeholders service requirements suppliers geographic markets and commercial considerations. Applies independent judgment within established policies and escalates material business contractual operational or supplier risks as appropriate.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal