Manager, Services Segment Management

Job description

Manager, Services Segment Management Description - Job Summary • This role is responsible for managing a team focused on well-defined, limited-scope activities and ensuring adherence to organizational policies and procedures. The role oversees the execution of services segment management programs, setting performance objectives and driving resource allocation, to ensure the overall success of specific services and solutions within the portfolio. The role is focused on enhancing total customer experience by aligning strategies with organizational objectives and improving business metrics. The role also fosters collaboration for process enhancements and manages talent development, including recruitment and performance management. Responsibilities Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer , manages customer expectations by developing performance metrics & reporting, escalation management & communication plan. Owns customer operational relationship ,develops & nurtures to excellent customer satisfaction. Manages & owns the PnL of the accounts assigned to ensure profitability. Leads customer success & retention for the lead accounts. Ensure supplies demand forecasting accuracy. Manages overall account health. Manages change orders and account optimization. Lead value reviews monthly/quarterly with the customer. Develops and nurtures senior Mgmt relationships with the customer. Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan. Develops strategies and processes with the customer in areas such as performance metrics and measures, escalation change management and communication. Owns expense/cost target commitments for all service delivery requirements developing implementing & monitoring expense controls. Ability to effectively and proactively manage risk for medium to high risk projects. Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans. Develops & leads delivery organization to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination. Develops & manages account service delivery plan. Contributes to strategic account plan. Consults in pre-sales & change order negotiations, representing & approving delivery capability & cost solution. Develops & manages account service delivery plan. Contributes to strategic account plan. Negotiates with and manages 3rd party vendors contributing to contractual requirements. Identifies incremental revenue opportunities and supports pursuit activities. Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes. Contributes to knowledge management capture, documentation & publication to drive organizational maturity. Education & Experience Recommended • Four-year or Graduate /Masters Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence. • Typically has 10-15 years of job-related experience or 5-7 years of management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field. Preferred Certifications • Project Management Professional (PMP), ITIL certified & experienced. Knowledge & Skills Ability to build & manage strong customer relationship at the senior level. Strong influence & negotiation skill. Very strong Financial business acumen. Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations. Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively. Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support. Ability to proactively & effectively manage risk on medium to high risk projects. Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans. Ability to develop & present high impact message to senior level management. Excellent communication skills: verbal, written & presentation. Industry sector knowledge (finance, manufacturing, etc.). Crisis & conflict management. • Thought Leadership • Value Propositions Cross-Org Skills • Customer Centricity • Prioritization • Resilience • Team Management • Strategic Thinking Stakeholder management Impact & Scope • Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP. Complexity • Uses managerial concepts and company objectives to resolve issues in creative and effective ways. Disclaimer • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Job - Services Schedule - Full time Shift - First Shift (India) Travel - 25% Relocation - Not Specified 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 "