Service Delivery Lead - Indigo

Description -

Job Summary

• This role is responsible for leading multiple critical technology areas or customer groups, offering expert advisory services to customers and the organization on specific technologies, applications, and service offerings. The role provides strategic account support, leads complex support operations, and predicts and manages perceptions of system problems at various levels. The role also drives IT operations excellence through executive consultation, contributes innovative ideas, and mentors lower-level employees to execute operational and strategic plans.

Responsibilities

• Leads multiple critical or high-risk technology areas or customer groups, while integrating profound technical knowledge and business acumen to devise customer-oriented solutions.
• Offers expert advisory and consultative services, to both customers and the organization, on specific technologies, applications, service offerings, or market segments.
• Delivers strategic account support by consistently maintaining advanced technical and operational proficiency along with industry insight.
• Leads team efforts towards strategic planning, execution, and management of complex support operations.
• Predicts, comprehends, and manages perceptions of system problems, catering to various management and functional levels.
• Formulates and delivers Value Based Delivery (VBD) account plans tailored to specific accounts and oversees customer expectation management within the escalation process.
• Engages in consultation with executive customer management to drive IT operations excellence.
• Identifies scalable growth paths for solutions, infusing design activities with insights that empower customers to expand and evolve.
• Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Preferred Certifications

• ITIL Certifications

Knowledge & Skills

• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

• Provides highly innovative solutions to complex problems within established policy.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

Job -

Schedule -

Shift -

Travel -

Relocation -

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’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"