Director, Employee Services and Automation Technology

Director, Employee Services and Automation Technology

Description -

BACKGROUND TO THE ROLE:

HP Inc. brings together a portfolio that spans printing, personal computing, software, and services to serve over 1 billion customers in over 170 countries. Innovative and adaptive, we’ve grown with the industry for decades, from instruments to calculators to computers, printers, and 3D manufacturing.  Today, we are building a Future Ready HP, known for more than just the great PCs and printers we sell today, but also for new services and industry-leading innovations, ensuring that every experience we provide is connected, personalized, and optimized for our customers, partners, and employees.

HP’s Digital & Transformation Organization, spanning Digital Strategy and Solutions, Customer Experience, Data and Analytics, Business Technology Solutions, and Digital Value Capture, is at the core of this transition. We are focused on delivering world-class and disruptive technologies, tools, and processes to help transform HP into a more digitally enabled, customer-focused, innovative, and agile company.

From customer to employee experience, from front to back end, we are committed to delivering superior business value and driving operational excellence to transform the customer experience and impact the future of work. We are focusing on putting HP in the best position to drive extraordinary contributions to humanity, furthering the company’s ambitious goals to make the world more sustainable, equitable, and inclusive.

OVERVIEW:

The Director of End User Services will report to the VP of Employee and Infrastructure Services and provide the progressive leadership and vision needed to support HP’s technologies that flawlessly serve our customers daily. The leadership provided by the successful candidate will create industry-leading IT services that directly support end users.  

The IT Employee and Infrastructure Services team at HP Inc. oversees its global IT operations, including all its IT infrastructure. Over the past three years, HP IT has pursued numerous transformation initiatives to better align with business and stakeholder objectives. This leads to a more targeted management of complete operational processes and responsibilities by meeting SLAs and KPIs tied closely to business goals. The Director of End User Services role within this team is to guarantee operational excellence by managing the platforms and services that support HP’s worldwide end users, ensuring strategic direction, modernizing efforts, and maintaining operational reliability and performance.  Understanding the Service Now platform and the value its modules bring to the company and allowing the right mix of automation, monitoring, and analytics is core to the role.  Sustaining growth relationships and ensuring accountability with vendors like Microsoft is also vital.  Using the right platform tools to provide data center and end-user automation is critical to our success.

ACCOUNTABILITIES

• Work closely with architecture, engineering, and Employee Experience organizations to successfully deploy world-class solutions in our IT environment.
• Be a creative thinker and analytical person who is highly comfortable with engineering and end-user standards.
• Challenge peers and industry partners to do the right thing at the right cost for HP.
• The ability to manage the growth and maturity of HP’s complex CMDB is a core competency for the leader in the position.

The ideal applicant should have business and financial insight, technical proficiency, a cooperative spirit, and be a proactive initiator with excellent communication, leadership, and organizational skills. They must be capable of working with various groups at once and excel in a rapidly changing, international setting.

Accountabilities:

• Deliver on HP Inc.’s strategic objectives to transform IT Infrastructure and Operations into an innovative, agile, and lean organization providing database, platform, and end-user services.
• Build and manage a team and lead a globally dispersed organization.

• Creates strategic and tactical operations and resource plans, goals, and organizational priorities based on business and IT roadmap and functional objectives.
  • Industrialize “IT as a business” operating model, tools, and processes.
  • Manage End User Services budget (capital and expense), and ensure dependable, secure, and cost-effective delivery of services.
  • Shape and deliver next generation employee services in partnership with leading enterprise technology and managed services vendors.
  • Enable HP Inc workforce and partners productivity by designing and delivering innovative workplace end user technologies and connectivity.
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