Delivery Capability Manager

Our organization:

• Our organization (Customer Support / CS) delivers the services sold to our customers, across all products and segments (including consumer), but with a noticeable focus on Commercial PC services for Corporate Enterprise and Public Sector.
• Our Delivery Capability team has the responsibility to develop and optimize competitive delivery capabilities. We are basically the “R&D of services”.
• The growth of contractual services (Device-As-A-Service/DaaS for PC or Managed-Print-Services/MPS for Print customers) is one of the top 5 strategic priorities of HP, with the intent to grow contractual/subscription sales (recurring revenues) and extend our services business (higher service content).
• This is already a large and growing market (WW (Worldwide) TAM (Total Addressable Market) of 12$B with a 25% CAGR (Compound Annual Growth Rate)
  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.

Job scope:

• Service design for Global/WW, PC and Print, all customer segments.
• The job has a particular focus on PC Managed Services, and AMS (Americas).

Job specifics/responsibilities:

• In this role, you will be leading a team of Delivery Capability Managers and Delivery Technical Consultants, all based in Americas.
• The Service Capability lead (known as well as Delivery Capability Manager) 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:

• Has accountability for results of programs/projects led by his/her team, in developing new services, managing continuous service improvement and providing consulting to pursuit and operations teams. 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. Provides an environment in which the program/project business is predictable and profitable.
• Recruits and supports development of direct staff members
• Act as a point of contact for AMS stakeholders on POR (Plan of Record), progresses, challenges and opportunities.
• 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.
• Analyze business and stakeholder needs, priorities, requirements, and make recommendations on how to apply best practices and methodologies to address priorities, policies, procedures, technical problems, and bottlenecks.
• Understands the solution portfolio and may identify repeatable business opportunities while ensuring appropriate import/export of intellectual property. May make recommendations to enhance solution offering set.
• Structure, implement and improve methodology for our services design and continuous improvement.

Working relationships:

Internal

• Peers in charge of other service domains (lifecycle) and theatres (EMEA (Europe), APJ (Asia))
• Global Business Unit in charge of PC and Print Services
• Pursuit teams in particular Solution Architects (SA) and CS Delivery Assurance Managers (DAM)
• CS Services Delivery teams in regions, especially Transition and Transformation Managers (TTM) and Account Delivery Management (ADM)
• CS Global, Regional or Country delivery organizations (contact centers, field, channel, supply chain).