Country Support Manager UK&I

HP; England; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company seeks a Country Support Manager for UK & Ireland to lead a team of 10 professionals. This role involves driving customer satisfaction, overseeing performance metrics, and managing local operations with a focus on transformation projects. The ideal candidate will have over 12 years of experience in Service Business Management, strong leadership qualities, and excellent communication skills. Continuous team development and engagement will be key aspects of this position.

Qualifications

• Typically 12+ years in Service Business Management with mastery.
• Strong management background with high-level individual contributors.
• Solid understanding of business management principles and financial expertise.

Responsibilities

• Monitor performance and drive action plans with functions.
• Ensure SLAs are met on contractual MPS business.
• Develop career paths for all team members.

Skills

Service Business Management

People management

Communication

Negotiation

Cross-functional collaboration

Job description

Overview

With CS Field and Channel organization, our team is in charge of Field operations for EMEA and in particular UK/I. Organization is responsible in each market and country for customer satisfaction across all segments, operation excellence for commercial operations (channel and direct models) and field operations cost management.

We are looking for the position of Country Support Management for UK & Ireland. This person will lead an organization of 10 diverse & experienced professionals.

CS focal point for the market/countries, accountable for end to end service delivery performance at geo level across transactional and contractual and GTMs (CX and cost).

Enable HW & Service growth.

Representing CS at UK&I MD staff level & ensure all support and services needs are fulfilled to match region expectations at competitive cost.

Liaising with local country sales and category teams to ensure right alignment on performance / priorities and transformation activities.

Manage all local operations support our customers – both indirect through channel partners and direct to end customers.

Coordinate cross functional delivery teams to ensure customer satisfaction across all segments (consumer / commercial – print and computing).

Drive all transformation projects to optimize local environment & ensure better customer & partner expectations at best cost.

Responsibilities

CX & Operational management

• Monitor performance across all segments & drive necessary actions plan with functions when appropriate.
• Deliver on performance metrics for commercial direct – speed / backlog / E2E performance & waste for both PC and Print.
• Ensure SLAs met on contractual MPS business.
• Manage performance of our field suppliers for transactional and contractual.
• Engagement with country teams – MD and their staff.
• Represent CS @ country level and ensure CS performance and contribution well aligned to country needs / drive appropriate reviews and discussion on top CS metrics and priorities.

Channel

• Support partners at country level (training / certification & escalations) with right onboarding approach & monitor overall performance (HP performance & TOP channel one).
• Build right management community with Top Channel partners (through channel events, regular meetings etc…).
• Partner with sales team to define right engagement between PBM & Partner Managers.

Team development and engagement

• Fulfill all team members activities in time as defined by HR.
• Develop specific career development for all team members.
• VIA focus on innovation and team engagement / people development.

Qualifications

Typically 12+ years to demonstrate mastery of Service Business Management. Established management background of high level individual contributors (people management). Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams.

Must have a solid understanding of business management principles, financial expertise and strategic planning methods. More frequent influence at cross-functionally and on executive level.