Markets Service Line Manager

Description -

Role Overview

The Service Line Manager (SLM) is accountable to deliver the best-in-class end-to-end operational performance across all scorecard KPIs, with the objective of maximizing customer satisfaction and service delivery excellence.

In this role, SLM leads a virtual cross-functional team within Customer Support to drive continuous performance improvement, ensure operational consistency, and translate performance insights into actionable outcomes at country level.  

Core Responsibilities

Operational Performance Management

• Monitor and manage Markets delivery performance for the Commercial segment (Personal Systems and Print), ensuring alignment with defined KPIs and business targets.
• Track performance on a weekly and monthly basis, analyze deviation drivers, and provide clear executive summaries to management.
• Ensure robust governance of open case management to mitigate customer impact and avoid financial exposure.

Performance Improvement & Execution

• Drive cross-functional operational excellence plans on a weekly and monthly cadence to close gaps and achieve targets.
• Translate performance insights into concrete action plans, ensuring effective execution and measurable outcomes.
• Benchmark performance across countries, clusters, and markets, leveraging best practices to accelerate improvement.
• Foster a culture of continuous improvement, data-driven decision-making, and operational excellence.

Scorecard, Metrics & Governance

• Lead cross-country collaboration through SLM forums to drive problem management and share best practices across EMEA.
• Conduct deep-dive analyses to identify root causes of performance gaps and ensure corrective actions are implemented across all relevant countries and/or functions.
• Understand customer satisfaction drivers and lead initiatives to address recurring issues and improve customer loyalty. 
• Ensure consistency and standardization of KPIs, targets, and scorecards across countries and with Global.
• Lead the target-setting process and ensure alignment with EMEA and global objectives.

Performance Reporting & Reviews

• Develop and deliver detailed markets performance packages.
• Support and contribute to monthly operational reviews at both Global and EMEA management levels.
• Provide fact-based insights and recommendations to support decision-making and prioritization.

Skills

• Strong relationship management
• High analytical and creative problem-solving capabilities and techniques
• Lean6sigma knowledge & methodology
• Excellent communication skills
• Excellent knowledge of service delivery principles and processes
• Demonstration of resilience & tenacity
• Eager to seek solutions and improve knowledge in delivery tools, always

Entity: Sales and Service

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