Job description
Country Support Manager will define and drive country delivery strategies aligned with local business and regional CSS teams. He/she will be accountable from end to end delivery performance at country level across all customer segments Consumer and Commercial, Support GTMs channel and direct delivery and all delivery motions onsite, offsite, customer self-repair(CSR) and remote resolution. In addition he/she will be responsible for the operations management of Onsite and Indirect Delivery in country together with country team.Last but not least he/she will be The Focal Point for the Country Managing Director and management board, ambassador of CSS to other functions
The main responsibilities in details are:
Country Management/CSS Ambassador
Understand global CSS strategies, represent and be the voice of the country to influence and integrate in strategical discussions at regional level
Engage with customers and partners to understand country delivery requirements
Define and drive delivery strategy aligned with local business and CSS strategy
Develop and execute Country Business Plan for Service Delivery incl. Priorities – and key initiatives‘ execution
Lead the relationship and communication with HP Country Managing Director and management board, represent CSS organization in the board
Lead the CSS Quarterly Business Reviews with HP Country Managing Director and management board on service delivery performance and key initiative updates
Support Services Growth by delivery readiness for expanded portfolio
Operation Management
Lead the country CVT (Country Virtual Team) and POM (Process Of Management) with all delivery functions and contributors
Ensure agreement on key priorities and lead the corrective actions to hit L3/L4 (KPI/sNPS) targets. Own Country Service Delivery Operational Performance for all customer segments for In-Warranty and Out-of-Warranty, to achieve L4 – and L3 metrics by all delivery motions.
Manage Service Delivery landscape for Comm. and Cons. Segments and operations, incl.Commercial
Onsite – and Channel, Consumer Partner and WUR Service Center Network
Customer/Service management
Support Enterprise segment‘s Big Deal Funnel management with non-standard service delivery solutions to support deal closure and involve CSS resources when required for both solutioning and rollout
Drive resolution of global – multinational Executive and Enterprise Customer mission-critical escalations
Develop local delivery capabilities to meet future business needs and be accountable for service delivery readiness at country level to NPI/NSI deployment
Financial Management
Own country service delivery costs for Comm. and Consumer segments, initiate and drive efficiencies
Skills and competencies required:
High level of business acumen:
We want someone who can understand the business, market trends, ever evolving customer needs/ requirements. The candidate should be strong in strategic thinking, able to analyze what drives the success and come up with clear strategies for the country supported with detailed business plan to be followed with quick and proper execution to achieve key business results (business growth, best-in-class Customer Experience, competitive and lean costs). Financial understanding is also essential as the role requires cost ownership.
Execution
The candidate should be structured and excelled in execution (management with prioritization, always focused) with high sense of commitment (never-give up and can-do attitude) and accountability (self-driven, autonomous)
In a high pressure environment effective stress management also critical for the success.
Change Management:
Ability to drive changes
Partner/Supplier Relationship Management:
The candidate required strong negotiation, influence and communication skills in linkage to interfacing partners/suppliers for business matters.
Collaborative team player:
Excellent collaboration with country management board and MD and the other HP delivery functions will be a key success factor as well as with EMEA. The candidate will have to interact with central/regional functions, in English, therefore the candidate should have the ability to operate effectively within a virtual (cross-cultural) team as well.
The role requires balanced perspective both the country as well as regional CS.
The candidate will not have people management responsibility rather acting as functional manager therefore management with influence is essential
High comfort level working with senior mgmt and excellent communication skills:
This role will involve having regular interactions with HP senior mgmt., Partners/Supplier Mgt. as well enterprise customers. Solid executive level communication and presentation skills are essential and the candidate also required to demonstrate strong leadership attributes.
Customer First Approach
As being one of the roles in Customer Support organization which is ultimate goal is to deliver best in class experience to our customers, customer centric approach is a MUST and to be complemented with out of box thinking, always positive and can-do attitude.Be the role model for the team as well as partners/suppliers reinforcing the customer first culture
Experience and Education:
Typically 8+ years to establish proven track record in directly related business.
Experience in Delivery management, Services or Support (preferred), Sales, Category and/or Procurement will be valuable assets.
Typically first level university degree or equivalent work experience; advanced degree is a plus
Turkish and English. Other languages an advantage
We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!
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