PC Service Capability Lead

Job Description

Today HP is a fortune 100 company with 50,000 employees worldwide across 190 countries. HP is about innovation and reinventing. Together we challenge convention, pushing each other to surprise the world!Click HERE for a quick introduction (2 slides) to the job and the team !(note : link accessible HP internal only)Job scope/summary:

• Contractual services is a strategic initiative for HP, targeted at growing contractual sales (recurring revenues) and extending our services business (higher service content).
• This is already a large and growing market (WW TAM of 12$B with a 25% CAGR over next 3-years) but it is, on the PC side, fragmented and immature. And HP is investing across the board in sales, infrastructure and new services to take a leading position.
• Our organization (Customer Support / CS) delivers the contractual services sold to our customers (mostly Corporate Enterprise and Public Sector). Our Contractual Delivery Capability team has the responsibility to develop and optimize competitive delivery capabilities. These are the services sold to our Device-As-A-Service/DaaS (PC) or Managed-Print-Services/MPS (Print) customers. We are basically the R&D of services .

Job specifics/responsibilities:

• The Service Capability lead (known as well as Delivery Capability Mgr) is responsible for a set of delivery capabilities supporting our PC contractual business. She/he is responsible for identifying, designing, implementing and improving ITIL based processes behind the PC services delivery.
• As such, she/he frequently contributes to the development of new ideas and methods. While working in a global team (covering all markets), she/he will work closely with regional service delivery teams, as well as the Global Business Unit (GBU).
• The responsibility includes providing expert support to regional pursuit teams on the delivery capabilities she/he manages. These pursuit teams are engaged with customers to provide a contractual solution and regularly require Subject Matter Experts to help.

Key deliverables/accountabilities:

• Project management plan for development of new services
• Fully documented recipe for all operational roles once new service is designed, to handover to them
• Act as a single point of contact from regional CS delivery for New Service Introduction (NSI) projects and governance programs.
• Accountable for effective planning, execution, monitoring and controlling of the project activities related to multiple New service introduction projects (NSI) using project management standards and methodologies
• Work as a go-to expert for process and workflow enhancement activities; ensuring that requirements are met through sequenced activities, inputs, and outputs; and are measurable and manageable.
• Serve as integral part of organization as a thought leader in applying ITIL processes and principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels.
• Analyse business and stakeholder needs, priorities, document requirements, and make recommendations on how to apply best practices and methodologies to address priorities, policies, procedures, technical problems, and bottlenecks.
• Develop the End to End process documentation and get them signed-off from the required stakeholders & Country Leaders (include the required Business case , Process flows, diagrams , manuals etc.,) as per the agreed Template for new services launched .
• Structure, implement and improve IT services processes.
• Process definition plan, identify the reviewers and process sign-off mechanism.
• Collaborate with the HP IT / Tools team as required to customize the tools in-scope.
• Agree with the stakeholders on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics.
• Provide the Process/tools training to all the resources in the Engagement.
• Provide proper handholding of the Processes to the Process Manager / Process Owners.

Education (degree) and professional experience required:

• Engineering or Master degree
• Service management:
  • ITIL certified strong knowledge of ITIL service design & service transition management
  • Experience in IT workplace services : fleet mgt, hardware, software, OS and applications
• Project m nagement
  • 7+ years in project management roles or in like roles/businesses
  • PMP certification welcomed.
• Cross-functional and multi-country working experience

Other requirements:

• Professional experience with Managed Services or Microsoft certification on MS Modern Management (Azure, Auto-Pilot, etc.)

Personal skills and qualities:

• Excellent Presentation skills, verbal and written communication skills and facilitation skills.

We re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future s yours to create!This is to inform you that HP Inc. Bulgaria EOOD ( HP ) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.,

Keyskills :
personal data protectionnew service introductionservice designbusiness caseproject managementit servicesfortune 100service deliverypresentation skillsmanaged servicessubject matter expertsselection process