Director, Monitoring Delivery & Proactive Managed Services

Scope of Responsibility 

Global Monitoring Service Delivery 

• Own the delivery of  Monitoring with Remediation (MwR) and endpoint monitoring services across all customers and HP internal environments 

• Operate global Command Centers delivering 24x7 monitoring, incident triage, and proactive remediation 

• Ensure delivery meets SLA, KPI, and cost targets, w ith continuous optimization of efficiency and quality 

• Drive consistency across regions, accounts, and service lines 

Monitoring services include: 

• Device and endpoint health monitoring 

• Collaboration room and AV ecosystem monitoring 

• Print fleet monitoring 

• Event correlation, alerting, and remediation workflows 

These capabilities provide visibility into device health, performance, and compliance, enabling proactive support and improved user experience.  

Proactive Operations & Automation Strategy 

• Lead the transition from reactive support to proactive and predictive operations 

• Define and scale:  

• Automated remediation workflows 

• AI-driven anomaly detection 

• Self-healing capabilities 

• Integrate monitoring outputs with ITSM, ServiceNow, and automation platforms 

The goal is to reduce reactive incident volumes, improve stability, and increase remote resolution rates across services. 

HPonHP Program Leadership (Incubation Engine) 

• Own HP’s internal monitoring services (HPonHP) as a live innovation environment 

• Pilot new capabilities, tools, and service models before external commercialization 

• Act as the bridge between:  

• Product teams 

• Engineering 

• Delivery operations 

HPonHP is used to test, validate, and refine new monitoring capabilities that are later scaled to customer offerings.  

Center of Excellence (CoE) Leadership 

• Lead the Monitoring Services CoE responsible for:  

• Service frameworks and standards 

• Automation and workflow design 

• Knowledge management and playbooks 

• Governance and compliance 

• Drive cross-service alignment across MDS, MCS, and MPS 

The CoE ensures standardized, scalable, and continuously improving service delivery by defining operating models, automation frameworks, and governance structures.  

Service Development & Portfolio Integration 

• Partner with Product and Portfolio teams to:  

• Define new monitoring-based offerings 

• Integrate monitoring into MDS, MCS, and MPS portfolios 

• Support deal solutioning and pricing models 

• Enable modular service design aligned with customer needs 

This includes development of: 

• Monitoring use cases across service lines 

• Automation templates and reusable assets 

• Service taxonomy and productization frameworks  

Command Center & Delivery Model Evolution 

• Define and evolve the global delivery model, including:  

• Command Center operations 

• Role definitions (Monitoring Engineers, Data Analysts, Production Engineers) 

• Workforce optimization and location strategy 

• Ensure efficient scaling for new deals and growing installed base 

The delivery model is structured around clear functional domains such as Monitoring, CoE, and Onboarding, with defined roles and responsibilities.  

Data, Reporting & Insights 

• Own the monitoring data strategy, including:  

• Operational dashboards 

• Performance reporting 

• Predictive analytics 

• Provide insights to:  

• Improve service performance 

• Support customer QBRs 

• Influence product roadmap decisions 

Financial & Operational Accountability 

• Manage cost structures, staffing models, and delivery efficiency 

• Drive profitability through:  

• Automation and labor optimization 

• Increased proactive resolution rates 

• Scalable delivery frameworks 

Key Outcomes / Success Measures 

• Increased proactive vs reactive resolution ratio 

• Reduction in incident volumes and MTTR 

• Improved SLA compliance and customer satisfaction 

• Higher automation coverage and self-healing rates 

• Scalable onboarding of new accounts and services 

• Strong alignment between product, delivery, and customer outcomes 

Leadership Expectations 

• Act as a transformation leader, not just a delivery owner 

• Drive cross-functional alignment across Product, Engineering, and Operations 

• Build high-performing global teams with clear accountability 

• Champion innovation through HPonHP and strategic initiatives 

• Establish Monitoring as a core differentiator of HP Managed Services