**Job Summary**
**Responsibilities**
- Manages a team of AMS Service Delivery Managers with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization's policies and procedures.
- Serve as the primary operational escalation focal point across various functions for the assigned for the team members under his/her responsibility.
- Drive the full adoption of standardized processes for identifying the root causes of customer escalations and responding with data-driven strategies to build and report on action plans, internally and externally.
- Influences teams across different countries, including the USA, Canada, and LATAM, to make necessary process and tools adjustments in response to escalations, prevent recurring issues by developing strategies that aligning with country-specific processes and regulations.
- Drive effective monitoring and prioritization of escalations to ensure timely resolution, clear roadblocks when necessary, and provide periodic executive updates.
- Leads operational process improvements, measured by operational efficiency, output quality and customer satisfaction through key metrics (e.g. SLAs, NPS score, Cost, ROI)
- Drives evolution of the support model based on business needs, in line with HP's strategy (e.g. ATOM)
- Drives organizational and individual people development, manages performance and budget.
**Education and Experience Required**
- Bachelor's degree, preferably with a master's degree relevant to Services.
- Typically, 12+ years to demonstrate mastery of Service Business Management, preferably in the MPS services.
- Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.
**_ Knowledge and Skills:_**
- Demonstrated customer centricity with prior experience working face-to-face with complex customer accounts in the services industry, preferably in the HP T1 Global environment or similar complex matrix organization.
- In-depth and broad knowledge of company organization, functions, culture, HPS services portfolio, routes to markets, and end to end processes.
- Unique mastery and recognized authority in area of responsibility. Need solid technical, and state-of
- the-art functional, or business knowledge.
- Highly developed problem-solving abilities.
- Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressure situations.
- Strong skills in exercising independent judgment.
- Ability to correctly design reports and interpret their output.
- Highly developed project/ program management and change management skills.
- Solid understanding of business planning methods and business acumen.
- Excellent presentation skills. Highly developed negotiation/ influencing skills.
- Minimum of 8 years of experience managing MPS processes and tools.
- Problem detection and analysis of root cause with strong experience in creating improvements to promote sustainable improvement, minimum 3 years.
- High-level organization, project management, sense of urgency, and attention to detail skill set.
- Excellent communication skills to handle difficult conversations with demanding customers in English.
- Solid Excel skills and knowledge of MPS service tools (e.g. DCC, CDAX, Dart, Fleet Ops, SharePoint)
- Understand the leasing concept and HP processes (Buy out, early terminations, and returns)
- In-depth knowledge of company organization and policies, HP's services offerings, end-to-end processes, tools, and routes to market.
**Preferred** **Certifications**
- Knowledge of HP Printing products.
- PMP and L6s certified and practitioner.
- Process improvement with demonstrated results.
- ITIL
- Agile
- AI Knowledge Basics
**Disclaimer