With the creation of the Workforce Solutions Business Unit, HP is accelerating the pace to become a true Managed Services player, creating outcome-based solutions for all our customer categories. Our organization designs and orchestrates the delivery of these services.
Our team (Managed Services Delivery Capability Enablement) plays a key role in the design of these services and is responsible for developing and optimizing how they are delivered. These are the services sold to our Managed Devices Services, Managed Print Services, and Managed Collaboration Services customers. We are basically the "R&D of services". Our diverse and passionate team crafts services based on deep, empathetic understanding of customer needs, strong liaison with WS GBU teams, and expert knowledge of HP operational capabilities to aid in deals solutioning.
Our portfolio encompasses the collaboration between Professional Services, responsible for Define, Assess, and Deploy functions, and Managed Services, where we Monitor, Manage, and Support Customer's environment.
We are looking for a Senior Manager to lead the enablement of the MONITORING function, setting the foundations for a best-in-class monitoring and remote management capability that enables service delivery at global scale.
Job scope Global/WW, for services delivered on HP and Multivendor HW, including PC/Chrome/Thin Client/RPOS, Print, Collaboration Devices, including as well as SW.
Job specifics/responsibilities In strong collaboration with the GBU, define and develop the vision and roadmap for the Monitoring and Remote management services part of the MS offering, which includes monitoring, proactive support, and remote end-point management of the SW/Devices under MS contracts. Design, implement, and deploy the required capabilities to enable the Global Monitoring Centers as well as the Manage and Support teams to deliver their services and continuously improve customer value. Capabilities include Roles/Skills, Processes, SW tools, and partnerships required by the service. Work with SW development teams (D&TO, Digital Services) and external partners to create the needed SW platforms to secure efficient and scalable service delivery. Maintain industry and market knowledge and recommend tools and best practices to ensure competitiveness and Customer value of MS offer in his area of responsibility. Drive the introduction of new related services, aligning with Professional Services, Managed Services, and other BU across WS to secure a consistent E2E Customer experience and cost-effective setup. In this sense, she/he leads the development of service concepts, blueprints, customer journeys, SOW templates, and other service design artefacts as delivery processes for this capability. The responsibility includes providing expert support to sales and pursuit teams on the delivery capabilities she/he manages. Manages a diverse team that supports complex projects, evaluates the performance of relevant business metrics, while also developing recovery plans to address any exceptional issues. Acts as a key advisor to senior management on the development of overall policies, long-term goals, and strategic plans of the organization, operating within the framework of functional guidelines and ensuring adequate support for proposed projects. Supervises the team as well as individual performance and monitors the attainment of organizational goals and contractual commitments, encompassing aspects such as budget, cost, service availability, responses, and reports. Performs talent management responsibilities including recruitment, performance management, coaching, and career development. Represents the team as key interface to assigned functions, like Digital Services or others as required. Owns and executes his POR leveraging Agile methodology, performs resource planning, manages governance up to executive level, provides regular updates, and manages risks and deviations to the plan. Measure performance of the designed services and manage its lifecycle until retirement. Education (degree) and professional experience required. Typically has 10+ years of job-related experience or 8-10 years of management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field. Engineering or master's degree in computer sciences, SW development, or related field. Hands-on experience in IT workplace Services management and support. Experience as part of a Systems integrator team/company is a plus. Knowledge of technology related to end-user computing, including unified endpoint management, VDI (Virtual Desktop Infrastructure), software packaging, configuration and patching, cloud print, endpoint security management, and endpoint analytics and reporting and end-point security and related. Strong knowledge of ITIL service design & service management, certification is a plus. NPI/NSI, Product Management, and Technical Product management experience. Cross-functional and multi-country working experience. People management across virtual teams. Personal skills and qualities Customer focus. Strategic thinking, tactical planning, agile execution. Excellent presentation skills, verbal and written communication skills, and facilitation skills. Building relationships, conflict management, stakeholder alignment. Self-starter, team player, people-oriented. Achievement drive, optimism, and growth mindset. Resilience. Team management.
Entity: Sales and Service
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