EMEA Country Support Manager

EMEA Country Support Manager

Description -

Job Description:  Manager – Country Support Managers (CSM Manager, EMEA)

Overview

We are seeking an EMEA Country Support Managers to lead the team of all CSMs across the EMEA region. This role will be accountable for driving operational excellence, ensuring consistent delivery service through our network of qualified channel partners and subcontractors, and enabling growth and customer satisfaction across diverse markets.

The ideal candidate will combine strong leadership, business acumen, and deep understanding of service operations within a channel partner environment.

Main Responsibilities

Team Leadership and Management

• Lead, coach, and develop a team of Country Support Managers located across EMEA.
• Set clear performance objectives, KPIs, and development goals for each team member.
• Drive a culture of collaboration, accountability, and continuous improvement across a geographically dispersed team.
• Ensure alignment of country-level strategies with EMEA service priorities.

Operational and Strategic Oversight

• Oversee the E2E Service Landscape across all EMEA countries, ensuring consistency in service partner management and operational processes.
• Monitor and analyze country and regional service performance (Cost, Operational Excellence, TCE), identify trends and areas for improvement.
• Lead regional governance and performance reviews, providing data-driven insights and recommendations to senior leadership.
• Partner with regional GTM, Supply Chain, and Service teams to ensure smooth execution of service strategies and escalation management.

Partner Network Management

• Support the CSMs in managing the partner ecosystem: selection, onboarding, readiness, and offboarding of service partners.
• Ensure deployment and compliance of the Channel Partner Program across all markets.
• Guarantee partner readiness along with the product lifecycle and alignment with service standards and program criteria.
• Drive partner capability growth and ensure ongoing qualification and certification compliance.

Process, Quality & Continuous Improvement

• Identify best practices across countries and ensure standardization of key service processes and reporting.
• Lead continuous improvement initiatives to enhance partner performance, service quality, and customer experience.
• Support CSMs in root cause analysis and resolution of recurring operational issues and escalations.
• Drive data integrity and quality across partner and install base databases.

Skills & Experience

Knowledge & Experience

• 7+ years of experience in Services or Operations, with at least 3 years managing teams across multiple geographies.
• Proven experience in a channel partner management environment, ideally within the technology, printing, or IT services.
• Strong understanding of service delivery, operational excellence, and customer satisfaction metrics.
• Experience in driving transformation and process improvement in a complex, multicultural organization.

Leadership & Communication

• Strong leadership and people management skills, with experience managing remote and culturally diverse teams.
• Excellent communication and influencing skills at all organizational levels.
• Analytical and action-oriented mindset: able to translate performance data into actionable plans.
• Strategic thinker with hands-on execution capability.

Qualifications

• Bachelor’s degree in Business, Engineering, or a related field (Master’s preferred).
• Fluent in English (other EMEA languages a plus).
• Proficiency with reporting and performance management tools (Excel, Power BI, Salesforce, or similar).
• Proven ability to operate effectively in a virtual and matrixed environment.

Key Success Factors

• Achieving regional consistency in partner performance and service delivery.
• Empowering and developing a high-performing CSM team.
• Improving operational KPIs (cost, TCE, partner readiness).
• Enhancing collaboration between Service, GTM, and Partner teams.
• Driving measurable improvements in customer and partner satisfaction.

What we offer:

• Opportunity to work in an international organization with colleagues coming from all over the world. 
• Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning. 
• An attractive benefits package: 
  • Health & Life insurance 
  • Lunch at reduced prices at ou