Service Problem Manager
HP Development Company
San José, Costa Rica; Sofia, Bulgaria; Spring, Texas
hace 3 días

Today HP is a fortune 100 company with 50,000 employees worldwide across 190 countries. HP is about innovation and reinventing.

Together we challenge convention, pushing each other to surprise the world!

The Service Problem Manager applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.

He / She frequently contributes to the development of new ideas and methods, works on complex problems where analysis of situations or data requires an in-

depth evaluation of multiple factors - including related process and technology. The Service Problem Manager leads and / or provides expertise to functional project teams and may participate in cross-

functional initiatives. In addition, he / she acts as an expert providing direction and guidance to process improvements and establishing policies, also frequently represents the organization to external customers / clients.

Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Responsibilities :

  • Leads and develops product support or solution(s) planning over entire services lifecycle, including conformance to operations strategies, end-
  • to-end service delivery and sales readiness and associated processes Represents services on analytic and operations core teams and provides service requirements into problem and issues processes.

  • Includes cost and service performance analysis, and Service Quality Analysis;
  • Performs service performance analysis, identifies root cause, and develops recommendations / solutions to drive service improvements;
  • Works across regions / geographies and WW teams to develop and / or implement new / enhanced services, solutions, or programs and associated processes to meet customer / organization needs and fuel profitable operations and growth;
  • Responsible for resolution of service delivery problems identified by core analytical tools and groups support the customer contract, and drives discussion with Customer on possible fixes and / or workarounds impacting the service contract;
  • Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value;
  • Utilizes technical and business skills to lead complex cross- functional activities that drive continuous service improvement for the customer contract, and the services business;
  • Provides mentoring and guidance to peers and lower level employees.
  • Education and Experience Required :

  • Typically 8+ years to establish proven track record in Service Business and Delivery Management;
  • Basic experience in one of the related disciplines of delivery, solution architecting, service quality management, or service delivery management prior to taking service management role
  • Knowledge and Skills :

  • Medium to high knowledge of IT and services industry;
  • In-depth knowledge of company organization and policies, HPI services offerings, end to end processes, tools, and routes to market;
  • Problem detection and analysis of root cause;
  • Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames;
  • Demonstrated skills in planning and financial analysis;
  • Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate;
  • Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus.
  • Impacts internal and external clients on WW basis;
  • Good analytical skills, focused on service performance and quality metrics;
  • Good understanding of ITIL / ITSM processes and tools;
  • ITIL Certified (Foundation+);
  • Experience with Business Intelligence (BI) analytic tools for reporting and root-cause analysis;
  • We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

    This is to inform you that HP Inc. Bulgaria EOOD ( HP ) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act.

    The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP.

    HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.


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