About

• Country Support Manager UK&I
• Description -
• With CS Field and Channel organization, our team is in charge of Field operations for EMEA and in particular UK/I. Organization is responsible in each market and country for customer satisfaction across all segments, operation excellence for commercial operations (channel and direct models) and field operations cost management. We are looking for the position of Country Support Management for UK & Ireland
• This person will lead an organization of 10 diverse & experienced professionals..
• CS focal point for the market/countries, accountable for end to end service delivery performance at geo level across transactional and contractual and GTMs (CX and cost)
• Enable HW & Service growth.
• Representing CS at UK&I MD staff level & ensure all support and services needs are fulfilled to match region expectations at competitive cost
• Liaising with local country sales and category teams to ensure right alignment on performance / priorities and transformation activities
• Manage all local operations support our customers – both indirect through channel partners and direct to end customers
• Coordinate cross functional delivery teams to ensure customer satisfaction across all segments (consumer / commercial – print and computing)
• Drive all transformation projects to optimize local environment & ensure better customer & partner expectations at best cost
• Your Responsibilities
• CX & Operational management
• Monitor performance across all segments & drive necessary actions plan with functions when appropriate
• Deliver on performance metrics for commercial direct – speed / backlog / E2E performance & waste for both PC and Print
• Ensure SLAs met on contractual MPS business
• Manage performance of our field suppliers for transactional and contractual
• Engagement with country teams – MD and their staff
• Represent CS @ country level and ensure CS performance and contribution well aligned to country needs / drive appropriate reviews and discussion on top CS metrics and priorities
• Channel
• Support partners at country level (training / certification & escalations) with right on boarding approach & monitor overall performance (HP performance & TOP channel one)
• Build right management community with Top Channel partners (through channel events, regular meetings etc…)
• Partner with sales team to define right engagement between PBM & Partner Managers
• Team development and engagement
• Fulfill all team members activities in time as defined by HR
• Develop specific career development for all team members
• VIA focus on innovation and team engagement / people development
• Education and Experience Required
• Typically 12+ years to demonstrate mastery of Service Business Management.
• Established management background of high level individual contributors (people management).
• Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams .
• Must have a solid understanding of business management principles, financial expertise and strategic planning methods .
• More frequent influence at cross-functionally and on executive level.
• Job -
• Services
• Schedule -
• Full time
• Shift -
• No shift premium (United Kingdom)
• Travel -
• 25%
• Relocation -
• No
• 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 HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"