Global Support Operations Director - Field & Channel Delivery

Description -

CSSD s vision is to deliver best-in-class customer service, evolve from reactive to proactive support, and enable HP s growth through insights and operational excellence. CSSD has embarked on a journey to transform itself from having one-time customer interactions to building lifelong relationships, from providing break-fix focused services to becoming more solution/outcome-oriented, from being reactive to become more proactive, and from having fragmented channels to become more omnichannel and enabling faster and more accurate resolution for customers. We are developing a future-ready workforce equipped with the skills and agility needed to drive productivity and support sales at the point of service.

The role is to transform our F&C Global Support operations from break fix delivery to a services and business enabler. Accelerate the use of AI-powered tools, digitization, and telemetry to enable proactive support while making our operations seamless through E2E focus, standardization and automation. Prior experience and knowledge of Operations management, understanding of ITIL terminology, working with services vendors / channel partners, and understanding of commercial aspects / service models are critical. We need this role to be based at one of our key strategic sites preferably in Costa Rica, or Bangalore.

Job Summary

Be responsible for the overall management of F&C Global Support operations with focus on digital transformation, automation, Operations efficiency, Compliance Management and Risk Management. Be accountable to drive large multi-department areas and locations with significant impact on business unit results and the greater organizational strategy. Must have strong experience, knowledge & background in Customer Support & Services and ability to lead and influence various functions across CS , Supply Chain and cross functional teams.

Being part of HP Solutions GBU, this role plays an important part in enabling services business growth in the market by delivering world class operational capability which enable customer / partner experience for that segment/entity. Key measures include SLA, Customer satisfaction measured by CSAT, Part consumption (PPSN), RR (Re-repair) reduction and other metrics around part consumption and fraud prevention. Demonstrated ability to lead transformation of an organization to a services mindset, with customer centricity, thought leadership and strong change management leadership, while inspiring and maintaining engagement of our teams, internal stakeholders, and partners.

Responsibilities
Directs the services segment management for a large, complex enterprise, or oversees a pivotal sub-function for one of the organization s most extensive and complex businesses.
Orchestrates the planning, design, execution, communication, and delivery of the organizations services segment management undertakings within the stipulated sphere.
Leads process improvement and policy development projects, oversees operational success, aligns strategies, integrates activities with major organizational functions, and owns numerous measurable goals.
Responsible for meeting cost targets and driving operational efficiency goals to align Cost to serve with revenue.

.Transform the operations through AI powered tools and working with process engineering and digital team for process simplification and automation.

Lead Customer & Partner escalations by working with various functions in markets, service supply chain and contact centers.

Champion Employee experience, diversity and inclusion initiatives and develop a customer centric culture through empowered and engaged workforce. Drives employee engagement of a high performing team, with strong strategic thought leadership and resiliency to ensure an engaged workforce.

Orchestrate the planning, design, execution, communication, and delivery of the organizations services segment management undertakings within the stipulated sphere.

Lead process improvement and policy development projects, oversee operational success, align strategies, integrate activities with major organizational functions, and own numerous measurable goals.

Experience and success with financial and headcount budget management aligned to business goals.

Perform talent management responsibilities including recruitment, performance management, coaching and career development.

Education & Experience Recommended

• Advanced degree strongly preferred.
  • Minimum requirement of 10+ years of experience in Support / Operations and Service Segment delivery
  • A proven track record of 10+ years of operations management in large organizations, with supplier/partner and financials management.
  • Prior experience of leading larger teams and collaborating with cross functional team.

Knowledge and Skills

• Build new capabilities and experience of working with services vendors & channel partners and understanding of commercial aspects.
• Ability to identify new vendors/partners, onboard and operationalize new services request from BU for delivery.
• Knowledge of ITIL Framework and understanding of IT infrastructure delivery requirements, best practices.
• Agile methodology to adapt quickly to changes and deliver value efficiently.
• Superior ability to provide service business management consultation to senior managers, directors, and executives within area of expertise.
• Strong resiliency and entrepreneurial spirit. Ability to operate in a rapidly changing environment and be comfortable with uncertainty and volatility. Be comfortable with prioritization and reprioritization as business strategies evolve and be able to make decisions quickly.
• Demonstrate broad knowledge of organization policies, products, markets and processes.
• Exceptional skills in management of people and building business relationships and partnerships across geographies, businesses, and functions.
• Knowledge in organizational design and planning and team productivity in a cross-functional organization.
• Excellent communication skills catering to a wide variety of audiences.
• Excellent consulting, influence, and negotiation skills. Demonstrated leadership and influencing skills in a team setting, including extended teams where members are not direct reports.