Customer Experience Program ManagerJob SummaryThe Contract Billing Automation Program Management Office is leading the migration of HP service contracts from the Legacy platform to the new contractual environment based on SAP S4 BRIM and Service Now (ITSM).
The scope includes all contractual engagement from HP both Print (MPS) and PC (MDS).The PMO is managing the different projects supporting the migrations, including data preparation, the migration itself, and the deployment of the contracts on the new platform, as well as identifying required functionality, testing, support, and quality.The team will act as a control tower in defining and monitoring the Key Performance Indicators for the new environment for the projects.
Furthermore, the team plays a key role in clarifying the requirements and expectations towards the new contractual ecosystem deliverables and in resource planning and prioritization of major deliverables.ResponsibilitiesThe team works closely with many different teams, including DTO (IT) PMO, Process Engineering, architects, support and development teams, as well as the GSS Markets and regional central teams such as MOC, delivery, Sales Ops, and CMO organizations.
The job involves frequent interactions with people located in all four time zones in the U.S., as well as people located in EMEA and APJ.
Depending on physical location, early morning or late afternoon meetings may be necessary on a regular basis.
The job also entails considerable time on the phone working with geographically dispersed teams.Main responsibilities include:Own interaction with Business Program Management by taking accountability for all service deliverables related to deployment activities including planning, testing, training, MTP, warranty support, and user support.Establish success factors with Program and Capability leads and ensure tracking regular review of the same.Drive process improvements for service offerings in alignment with stakeholders.Establish strong relationships with Capability Teams (DTO), operational team (CMO), and Market teams (GSS) to ensure optimal integration execution.Drive KPI implementation and deliverables of the program.Provide program escalation support to program stakeholders.Actively engage with the management team to ensure best practice sharing and process deployment consistency.Education Experience RecommendedFour-year or Graduate Degree in Business Administration, or any other related discipline, or commensurate work experience or demonstrated competence.
Typically has 10+ years of work experience, preferably in project management, HP Services business units, and with global projects, or a related field.
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