Our organization:

  • HP is accelerating on Services to creating outcome-based solutions and subscriptions for all our customer categories.
  • Our organization (Customer Support / CS) delivers these services.
  • Our team (Services Delivery Capability team) plays a key role in the design of these services with the Business Units, and are responsible of developing and optimizing how they are delivered. These are the services sold to our Device-As-A-Service/DaaS (PC), Managed-Print-Services/MPS (Print) or Consumer customers. We are basically the “R&D of services”.
  • Our diverse and passionate team of Service designers craft services based on deep and empathetic understanding of customer needs… and an expert knowledge of HP operational capabilities.

 

Job specifics/responsibilities:

 

  • The Service Designer (known as well as Delivery Capability Mgr) is responsible for a portfolio of new or existing services and corresponding delivery capabilities. She/he leads the development of service concepts, blueprints, customer journeys and other service design artefacts. She/he is responsible for identifying, designing, implementing and improving ITIL based processes behind the PC services delivery.
  • As such, she/he frequently contributes to the development of new ideas and methods. While working in a global team (covering all markets), she/he will work closely with regional service delivery teams, as well as the Global Business Unit (GBU).
  • The responsibility includes providing expert support to sales and pursuit teams on the delivery capabilities she/he manages. These pursuit teams are engaged with customers to provide a contractual solution and regularly require Subject Matter Experts to help.

 

 

Key deliverables/accountabilities:

  • Project management plan for development of new services
  • Accountable for effective planning, execution, monitoring and controlling of the project activities related to multiple New service introduction projects (NSI) using project management standards and methodologies
  • Craft Customer Journey and Blueprints.
  • Serve as integral part of organization as a thought leader in applying ITIL processes and principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels.
  • Collaborate with the HP IT / Tools team as required to customize the tools in-scope.
  • Document the “recipe” for all operational roles once new service is designed, to handover to them
  • Agree with the stakeholders on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics.
  • Provide the Process/tools training to all the resources in the Engagement.

 

 

Working relationships:

Internal

  • Global Business Unit in charge of PC and/or Print Services
  • Pursuit teams in particular Solution Architects (SA) and CS Delivery Assurance Managers (DAM)
  • CS Services Delivery teams in regions, especially Transition and Transformation Managers (TTM) and Account Delivery Mgt (ADM)
  • CS Global, Regional or Country delivery organizations (contact centers, field, channel, supply chain).

Education (degree) and professional experience required:

  • Engineering or Master degree
  • Service design and service management
    • Relevant experience in service design or related role such as user experience design or design research
    • Passionate about service design creating human-centred services.
    • Knowledge of existing and emerging service design tools and methods.
    • ITIL certified – strong knowledge of ITIL service design & service transition management
    • Experience in IT workplace services : fleet mgt, hardware, software, OS and applications
  • Project mgt
    • 7+ years in project management roles or in like roles/businesses
    • PMP certification welcomed.
  • Cross-functional and multi-country working experience
  • Experience in running online and offline workshops.

 

Personal skills and qualities:

  • Excellent Presentation skills, verbal and written communication skills and facilitation skills.
  • Strategic thinking
  • Building relationships, conflicts management, capacity to influence across organizations
  • Achievement drive, optimism and growth mindset

 

Skills