Job Information
HP Inc. EMEA Contractual Service Level Manager in Barcelona, Spain
HPWS CSSD Field & Channel (F&C) organization is managing support & services delivery for consumer & commercial products (unit repair, accessory replacement, extended services) over all NWE, CEE, SEMA markets. Support & Services offer is operated through a network of delivery suppliers, as well as retailers & resellers channel partners.
Objectives of the organization are to provide best service, increase Customer Experience and drive Services Revenue Growth. Our objective is to provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.
The Service Level Manager is responsible to manage best in class E2E Managed Solutions operations performance overall scorecard KPI's and to achieve highest possible customer satisfaction. In the role the SLM has to coordinate a virtual team of function representatives to drive continuous performance improvement and meet respective KPIs like SLA - Service Level Agreement.
We Offer:
A unique position interacting with plenty of Customer Service functions, with strong implication with operations, customer experience and overall business management.
A complex and exciting job, supporting a wide and diverse geographical area (Europe, Middle East, Africa) with a local repair landscape.
Flexibility and liberty in work organization.
Multi-Cultural teams/regions office
Job scope:
Manage & Monitor CS Delivery operational performance on Managed Solutions segment (personal systemsDrive with countries & functions appropriate operational excellence improvement plans on weekly/monthly basis in order to reach objectives.
Drive consistency in metrics, target & scorecard. Participate in the metric definition and lead the target setting process.
Drive/Own and deploy the Operation Process of management within the country for Managed Solutions.
Owns Managed Solutions performance and all means to reach target.
Job specifics/responsibilities:
Operations:
Drive weekly/monthly operational performance ; explain deviations and provide executive summaries at the Market level, collaborating with country SLMs/SDMs.
Develop and implement operational excellence improvement plans to achieve objectives and address deviations.
Prepare market/EMEA performance packages and support monthly operations review meetings (EMEA & Global Management Level).
Benchmark performance across countries/clusters and share best practices.
Monitor Open Cases Management Governance to prevent SLA misses and customer escalations.
Lead and participate in cross-functional ops improvement initiatives, providing operational expertise.
Identify and deploy best practices and lessons learned across suppliers and geographies.
Establish governance for Managed Solutions operations.
Be the SPOC for any escalations linked to the own area
Quality:
Analyse cross-country deviations and ensure corrective actions meet metrics objectives.
Conduct deep dive analyses and ensure corrective actions by relevant teams (Country Operations, WDS SDM, Supply Chain, Contact Center, On-site Subcos).
Integrate cross-functional team guidance to drive customer loyalty by addressing root causes of dissatisfaction.
Lead weekly/monthly deep dive meetings and represent Field and Channel delivery in reviews.
Serve as the entry point for operations improvement projects and lead Managed Solutions Initiatives.
Lead the Field Managed Solutions forum with EMEA countries, driving cross-country actions (problem management).
Others:
Lead weekly/monthly deep dive meetings and represent Field and Channel delivery in reviews.
Serve as the entry point for operations improvement projects and lead Managed Solutions Initiatives.
Skills and Qualifications:
Excellent communication, presentation, influencing, and relationship-building skills.
Strong leadership, team building, conflict resolution, and cross-functional collaboration skills.
Experience in escalation management and team leadership.
Excellent analytical thinking and problem-solving skills; ability to drive actions based on data insights.
Structured problem-solving and decision-making skills.
Self-motivated, structured, autonomous, proactive, curious, flexible, and a team player with a growth mindset.
Willingness to bring new ideas and take individual initiatives; accountability is highly valued.
Knowledge of Lean Six Sigma methodology.
Strong understanding of service delivery principles and processes; ITIL knowledge is a plus.
Attention to detail while maintaining a focus on key issues.
Relevant experience in service delivery, especially in Managed Solutions.
Project management experience.
Resilience and tenacity.
Customer-centric mindset and understanding of Change Management.
Technical Skills:
Proficiency in reporting and data management.
Strong analytical skills, including technical analysis and data manipulation.
Experience working with large, structured datasets and combining analytical skills with operational insights to add value.
Sales and Services Entity (ES11)
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).