Senior Manager, Intelligent Support Experience PRAISE (Process, Responsible AI & Service Excellence)

Senior Manager, Intelligent Support Experience PRAISE (Process, Responsible AI & Service Excellence)

Description -

Job Summary
• This role is responsible for managing a diverse team that supports large and complex business units or service segments, as well as evaluating, and managing key business metrics related to both products and services. The role advises senior management on organizational policies, goals, and strategic plans, and collaborates with leadership to analyze financial results and optimize opportunities. The role oversees the performance of significant service products, offers recovery plans for exceptional issues, and ensures strategic alignment to generate sustainable and profitable growth.

Responsibilities
• Manages a team of exempt individual contributors, supervisors and/or lower-level managers, that typically support the organization’s large and complex business units or services segment management functions.
• Manages and evaluates the performance of business metrics related to both products and services, such as attach rates, penetration, revenue, and Total Customer Experience (TCE), while also developing recovery plans to address any exceptional issues.
• Acts as a key advisor to senior management on the development of overall policies, long-term goals, and strategic plans of the organization, operating within the framework of functional guidelines and ensuring adequate support for proposed projects.
• Partners with leadership to analyze monthly financial and operating results, isolates and explains key variance items and identifies areas for improvement and makes recommendations for maximizing opportunities.
• Supervises the team as well as individual performance and monitors the attainment of organizational goals and contractual commitments, encompassing aspects such as budget, cost, service availability, responses, and reports.
• Oversees the overall performance of a diverse range of service products, solutions, technologies, and business segments, which constitute a significant portion of the total business.
• Offers counsel to management and peers on broad organizational, technical, and strategic matters of significance.
• Collaborates with leadership as a strategic partner, influencing the future direction of the respective segment and aligning business and functional strategy to generate sustainable, profitable growth.
• 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 Business Administration, 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 service business management, delivery, solution architecting, business planning, or a related field.

Preferred Certifications
• Project Management Professional (PMP)

Knowledge & Skills
• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Product Management
• Product Marketing
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

What we offer

• A truly international experience: Work in a global organization with colleagues from 60+ nationalities, collaborating across cultures and geographies.
• Continuous growth & career development: Multiple internal mobility and career opportunities, supported by HP’s learning platform to keep growing your skills.
• Competitive benefits package, including:

• Hybrid work model (home office / office), depending on the role/functions
• Health & Life insurance
• Ticket Restaurant Vouchers or lunch at reduced prices at our canteen
• Flexible working hours to support work–life balance
• HP Flex Program: Kindergarten vouchers & Transport Card
• Exclusive HP products offers and discounts for employees, friends and family
• Inclusion & belonging at the core: Join our global employee networks such as Women, Pride, Inclusion, NextGen, Sustainability &