HP
Workplace Services Delivery Leader
Hong Kong, HK - Information Technology and Services
The Workplace Services Manager plans, directs and coordinates the daily activities within the Workplace environment through the management of a team of representatives that manages workflow specific to the Workplace Portfolio of offerings.
The Manager will develop and monitor operations including policies and procedures, operating structure and workflow ensuring the volume of work produced is performed efficiently as well as meeting the service level agreements and quality standards expected for each client supported.
The Manager will interact with supported accounts via client and the Account Support Teams and where required the manager will also interact directly with nominated clients.
The Workplace Manager is responsible for implementing and executing operational business plans for team operations including financial budgets, communication and people plans.
The Manager will ensure that the business unit operates financially competitive based on the geography of its location in comparison to other business units operated within the geography along with achieving industry quality standards in relation to service performance.
To manage the Workplace organisation and the resources required delivering to it.
This includes:
- Develop and implement the local organisations strategy and business plans
- Provide ongoing resource and capacity planning to meet operational requirements
- Implement and manage participation in and on-going support of global and regional communications, programs, processes and tools in support of Offering strategy, service delivery and continuous improvement.
- Define, implement, benchmark and report on Workplace metrics.
- Approve and manage financials including expenditure and account billing according to POS (Point of Sale) models and related agreements.
- Provide day-to-day supervision of staff assigned to his/her area of control.
- Responsible for the leadership, career development and performance management of direct reports and the operational team.
- Maintain quality standards and service level commitments according to customer requirements and expectations.
- Comply with the HP quality system
- Provide timely feedback to Senior Leadership regarding issues affecting the quality of service to the client
- Keep abreast of WPS Portfolio changes, new/enhanced services, and serve as a champion in the country
- Ensure a comprehensive governance structure is in place to review and implement new business
- Engagement with the Go to Market teams to support pre-OA SOAR customer engagements
Qualifications
Education and Experience Required:
Bachelor’s degree in Computer Science, Engineering, Business, or related field.
5 - 10 years’ relevant business, Services Delivery and leadership experience
Knowledge and Skills Required:
- High level of analytical and research skills in relation to management, statistical and financial information pertaining to the performance of the capability team
- Demonstrated ability in managing tiered staff and the use of team-based problem solving and empowering skills to meet major challenges.
- Demonstrated expertise in customer service environment incorporating an understanding of quality customer service HP and differentiation of service delivery
- Well developed written and verbal communication, negotiation and relationship building skills which can be applied at senior management, peer and subordinate levels (internal and external to the company)
- Strong commercial acumen and business management skills
- Strong presentation skills
- High level of personal and professional standards
- High achievement and results orientation focus
- Well-developed adaptive problem solving skills that can be applied in a broad or generally defined environment
- The capacity to produce results while working in a team environment or independently
- Demonstrated ability in managing time and resources to ensure that the optimum level of efficiency and output is achieved
No salary provided
Posted July 23, 2014 at 11:25AM from LinkedIn http://ift.tt/UrW9fW
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