Senior Manager, Indigo Japan Service Delivery Manager

Description -

Job Summary
• This role is responsible for managing a diverse team of exempt contributors, supervisors, and lower-level managers, leading the delivery of on-site hardware and application support, and strategizing operational activities. The role collaborates cross-functionally for process improvements and policy enhancements, resolves escalations, fosters customer relationships, and evaluates solution effectiveness while driving continuous improvement. The role also plays a vital role in shaping knowledge, fostering partnerships, and overseeing talent management efforts.

Responsibilities
• Manages a team of exempt individual contributors, supervisors and/or lower-level managers, that typically support large and complex business units or field technical support functions.
• Leads a team accountable for delivering on-site hardware, systems, sub-systems, and application support based on contractual service levels for customers.
• Strategizes, oversees, and monitors high-level operational and tactical activities within the team to achieve business and operational objectives.
• Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
• Manages and resolves cross-functional and cross-sub-region escalations, while cultivating strong customer relationships and collaboration with functional managers.
• Evaluates solution effectiveness and delivery efficiency to drive continuous improvement.
• Champions planning efforts across different levels and provides expert consultation on the design and delivery of support services, thereby contributing to solutions development and delivery capabilities.
• Cultivates partnerships with consulting entities and third parties to integrate mission critical support services into their solutions.
• Applies expert subject matter knowledge, shapes knowledge base across businesses, functions, or regions, and provides strong leadership, driving change initiatives and monitoring performance goals.
• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

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 job-related experience or 8-10 years of management 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.

•Business level Japanese and English is a must.

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
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts large functions and leads projects requiring knowledge of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve highly complex issues in creative and effective ways. May achieve goals through subordinate supervisors.

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.

•Please provide your English resume.

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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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement