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Manager - Service Delivery ( South East Asia & Mature Market)

Job ID 3019748 Location Singapore Date posted 11/10/2017

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:

  •  blended reality technology - our unique Sprout by HP will change the way people do things
  •  3D printing
  • multi-function printing
  •  Ink in the office
  • tablets, phablets, notebooks
  • mobile workstations

We are looking for visionaries who are ready to make an impact on the way the world works. At HP, the future is yours to create! If you are our Manager - Service Delivery ( South East Asia & Mature Market) in < cSingapore, you will have a chance to

  • Understands MPS and DaaS account  at local, country, region & WW level to analyze delivery requirements & contribute to RBU strategic business plan.
  • Develops strategies and processes with the regional / Country team in areas such as performance metrics and measure, escalation change management and communication.
  • Principle contact for operational & tactical issues representing delivery of all services (all functions) to the regional business team: manages business expectations by developing performance metrics & reporting, escalation management & communication plan.
  • Owns cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
  • Ability to effectively and proactively manage risk for high to very high risk projects.
  • Hires & leads 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 Manager  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.
  • Delivery assessment for DaaS & Custom deals and provide inputs to Solution Architect during deal pursuit stage.
  • Support Managed print services delivery.
  • Work with partners for the deployment based on the schedule (from pursuit stage to transition/deployment stage).
  • Provide technical support on solution/application and follow up the issues with 3rd party.
  • Track & report on performance, cost and issue.
  • Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
  • Responsible to ensure knowledge management is captured, documented and leveraged for improved performance.
  • Supports team in execution of responsibilities removing barriers when necessary.
  • Escalates major Service Delivery Management issues to the higher Management with recommendations to address.
  • Identifies incremental cost reduction opportunities and supports pursuit activities.
  • Develops solutions and participates with Region team during change order negotiations representing & approving delivery capability & cost solution.
  • Leads and develops product support or solution portfolio planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
  • Represents services on product or solution portfolio core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
  • Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.

Are you a high-performer? We are looking for an individual with:

  • Typically 12+ years in of Service Business Management.
  • Advanced experience in several of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.
  • 4 to 6 years of experience in the solution/ Services business
  • Experience in People management and project managing for the PC /Print services with 3rd party solution.
  • Experience with Managed Services will be an advantage
  • High knowledge of IT and services industry.
  • In-depth and broad knowledge of company organization, functions, culture, HPS services portfolio, routes to markets, and end to end processes.
  • Demonstrated skills in best practices of project management.  PMP certification or Lean Sigma green/black belt preferred.
  • Good understanding and knowledge on B2B solution business
  • Prefer PMP & ITIL Certified