|Vacant position:||Service Delivery Leader, Manhattan, NY|
|Organization:||HP (Hewlett-Packard) Inc.|
|Requirements for applicants:||
Strategic Planning - Build a roadmap of change, plans to meet budgets and goals, prioritize projects and resources for ensuring customer, employee, sub-contractor success.
Problem Solving: Ability to work through details of difficult or complex issues of a problem to reach a solution, involving systematic and critical thinking skills.
People leadership - Lead a team of Customer Engineers, District Leaders and Project managers who are the functional, technical and change agents for all parts of the change projects & delivering to objectives. Developing people to meet both their career and organization’s goals. Demonstrates an understanding of underlying organizational issues & awareness. Building strong -identity teams that apply their diverse skills and perspectives to achieve common goals.
Customer Focus: Building strong customer relationships and delivering customer centric solutions enabling our vision to be enables of growth.
Leveraging Diversity: Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
Management of Change & Drive results – Be adept at driving the human side of changes from awareness to desire, knowledge, ability and reinforcement of behavior changes. Consistently achieving results, even under tough circumstances.
Communication – Proactively ensure there is continual, effective two-way communication between leadership, employees, sub-contractors and stake holders. Actively listen and respond to inputs from all sides. Adapts communication to audience and fosters effective communication with others, developing and delivering multi-mode communications that convey clear understanding of the unique needs of different audiences.
Influence and Accountability – The “Service Delivery Leader” aspect of this role means: the buck stops here. Holding self and others accountable to meet commitments. Take a proactive stance on influencing key stakeholders and dependencies. Taking a new opportunities and touch challenges with a sense of urgency, high energy and enthusiasm.
Cost management – Managing to budget for Delivery by defined category across the nation as well their owned region. Determining ways to optimize and eliminate waste without sacrificing customer satisfaction.
Analytical – Ability to look at data, visualize and analyze information in detail, see a problem or situation from different points of view, solve complex problems by making decision in the most effective way.
Executive Impact - Balanced influence through boldness, presence, credibility, collaboration, courage, decisiveness, communication skills.
Influencing/ Persuades/ Negotiation/ Teamwork - Ability to convince others to own expressed point of view, gain agreement and acceptance of plans, activities or products. Using compelling arguments to gain the support and commitment of others. Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead
Growth Mindset, Innovation / Creativity: Changing or bringing new value propositions, services and processes; introducing new ideas, workflows, methodologies, to solve problems.
Education and Qualifications
Degree in Engineering or Business. MBA is a plus.
10+ years of success leading complex projects, ideally at the MG2 level in HP
Process orientation with qualifications like Process orientation, Lean, Six Sigma, 4DX, and PROSCI change management are a definite advantage
Familiarity with Customer Support Operations, ideally with hands-in experience of leading complex change in a services organization
Comfortable networking with senior leaders
Keen sense of accountability, cross functional management, interpersonal skills, growth mindset and ability to work with
Sales, Pursuit and Categories
Innovation and Creativity
Drive initiatives that improve the field services organizational effectiveness and make a positive business impact; drive speed, reduce customer effort and efficiency as well as process improvement across the organization.
Develop and mentor the regional leadership and management teams to ensure best-practices are adopted and adhered to at all levels of the field services organization.
Spearhead market-leading strategies for customer support, measured by customer satisfaction & Ontime first time resolution.
Collaborate cross functionally to drive an excellent customer experience; partner with various teams to ensure a strong internal partnership and singular goal of achieving the highest level of operational excellence, consistency, and accountability.
Work with the field services leaders to develop regional action plans that will optimize efficiency and align with overall CS Strategies Ensure compliance with corporate policies and procedures for the fields services organization.
Responsible for personnel success; identifying high performing talent, mentoring, training, etc.
Develop and implement metrics and impactful reporting.
Ensure that customer and partner issues and concerns are resolved in a timely manner; drive regular and proactive communication of customer issues to appropriate stake holders Manage to and maintain allocated budget.
Own, Manage and Be accountable for all the work done in the assigned region. Both insourced and outsourced Act as an agent of change by demonstrating enthusiasm and commitment to change processes; manage and execute new initiatives regularly in a positive, constructive manner to ensure acceptance of new ways of doing business.
Drive Innovation and instill strategic & creative thinking among the team.
Ideal candidate performs as the “Service Delivery Leader” of a region and will also manage Strategy and Delivery Business results for a Category specific to Delivery (Managed Print Services, Personal Systems Commercial, Print Commercial, A3, Retail Point of Sale) for entire North America Field Delivery.