Global Service Desk Lead & APJ Contractual Operation Manager

Description -

The worldwide Customer Support team within HP Service organization delivers best in class support and care for HP's customers, from hardware to service and solutions. Powered by our customer-centric culture, we create differentiated experiences across the globe in professional services delivery, customer care centers, onsite and channel support. We operate with a strong focus on sustainability and driving a culture of empowerment, diversity, equity, inclusion, talent, and future ready development.

Within the Customer Care Centers organization, the Global Remote Support team provides account centric remote service delivery to all customers buying managed services across the Print and Personal System portfolio.

The APJ Contractual Remote Support Operation Manager and Global Service Desk Lead will manage of team of operation leaders, will be accountable for service performance and cost for the APJ Theatre as well as driving global Service Desk strategy within Customer Care Center organization. He will be leading teams across Bangalore and Dalian delivery centers.

Responsibilities:

• Manage Remote Support Services (Incident Management) for APJ Theatre across Print (MPS) and PS (MDS).
• Collaborate with Service BU to define and deploy Global Service Desk strategy across all delivery centers.
• Transform existing Service Desk operation by leveraging AI solutions to bring efficiencies and additional customer value.
• Hire and develop team of service agents and experts.
• Meet budget and operational targets aligned with customers contracts and expectations
• Manage customer escalations, drive operational and process improvements
• Collaborate across other Theatres of EMEA and APJ as well as the global Center of Excellence (CoE) in order to define and execute global practice.
• Provide customer insights enabling definition of best-in-class service capabilities, leverage and adopt capabilities as deployed by the CoE.
• Drive strong partnership with other service delivery functions (MSD, F&C, SSC) across the Theatre.
• Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
• Create inclusive and diverse working environment that is conductive to individual development, business performance, and growth.

Knowledge and Skills:

• Proven knowledge of IT service delivery, as defined in the ITIL framework.
• Good understanding of Artificial Intelligence technology applying to Help Desk domain (LLM & Knowledge Base)
• Need broad knowledge competitive market dynamics, business models, business strategies, and processes.
• Demonstrate broad knowledge of corporate organization and policies, and cross functional roles and objectives.
• Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams .
• Must have a solid understanding of business management principles, financial expertise, and strategic planning methods .
• Recognized as authority in their area of expertise. Demonstrated ability to provide thought leadership and drive change across functions. Very strong leadership, people and business management skills.
• More frequent influence at cross-functionally and on executive level.

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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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "