Manager, Services Segment Management

Description -

• Job Summary
  This role is responsible for managing a team focused on well-defined limited-scope activities and ensuring adherence to organizational policies and procedures. The role oversees the execution of services segment management programs setting performance objectives and driving resource allocation to ensure the overall success of specific services and solutions within the portfolio. The role is focused on enhancing total customer experience by aligning strategies with organizational objectives and improving business metrics. The role also fosters collaboration for process enhancements and manages talent development including recruitment and performance management.
  
  Responsibilities
  Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer manages customer expectations by developing performance metrics & reporting escalation management & communication plan.
• Owns customer operational relationship develops & nurtures to excellent customer satisfaction.

• Manages & owns the PnL of the accounts assigned to ensure profitability.

• Leads customer success & retention for the lead accounts.

• Ensure supplies demand forecasting accuracy.

• Manages overall account health.

• Manages change orders and account optimization.

• Lead value reviews monthly/quarterly with the customer.

• Develops and nurtures senior Mgmt relationships with the customer.

• Understands customer at local country region & WW level to analyze delivery requirements & contribute to customer strategic business plan.

• Develops strategies and processes with the customer in areas such as performance metrics and measures escalation change management and communication.

• Owns expense/cost target commitments for all service delivery requirements developing implementing & monitoring expense controls.

• Ability to effectively and proactively manage risk for medium to high risk projects.

• Hires leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.

• Develops & leads delivery organization to timely cost effective delivery of SLA requirements identifying & recommending optimization while managing scope resources & coordination.

• Develops & manages account service delivery plan. Contributes to strategic account plan.

• Consults in pre-sales & change order negotiations representing & approving delivery capability & cost solution.

• Develops & manages account service delivery plan. Contributes to strategic account plan.

• Negotiates with and manages 3rd party vendors contributing to contractual requirements.

• Identifies incremental revenue opportunities and supports pursuit activities.

• Assures compliance with HP and customers HR PR legal financial ethics and government related policies strategies and processes.

• Contributes to knowledge management capture documentation & publication to drive organizational maturity.

Education & Experience Recommended
Four-year or Graduate /Masters Degree in Business Administration or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 10-15 years of job-related experience or 5-7 years of management experience preferably in service business management delivery solution architecting business planning or a related field.

Preferred Certifications
Project Management Professional (PMP) ITIL certified & experienced.

Knowledge & Skills

• Ability to build & manage strong customer relationship at the senior level.

• Strong influence & negotiation skill.

• Very strong Financial business acumen.

• Ability to apply business management financial concepts & contracts knowledge to analyze business needs and develop recommendations.

• Ability to prepare clear concise and persuasive communications for multiple audiences including demonstrating effective writing presentation skills listening actively.

• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural cross tower & cross business team for effective & efficient customer support.

• Ability to proactively & effectively manage risk on medium to high risk projects.

• Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.

• Ability to develop & present high impact message to senior level management.

• Excellent communication skills: verbal written & presentation.

• Industry sector knowledge (finance manufacturing etc.).

• Crisis & conflict management.

Thought Leadership
Value Propositions

Cross-Org Skills
Customer Centricity
Prioritization
Resilience
Team Management
Strategic Thinking

• Stakeholder management
  
  Impact & Scope
  Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
  
  Complexity
  Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
  
  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.

Job -

Schedule -

Shift -

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.

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