Customer Experience Program Manager

hace 7 días

Sant Cugat, Barcelona, España Hewlett Packard A tiempo completo
Job Summary

The Contract Billing Automation Program Management Office at Hewlett Packard is leading the migration of service contracts from the Legacy platform to the new contractual environment based on SAP S4 BRIM and Service Now (ITSM). This scope includes all contractual engagements from HP, encompassing both Print (MPS) and PC (MDS) services.

The PMO is responsible for managing various projects supporting the migrations, from data preparation and migration to the deployment of contracts on the new platform. This includes identifying required functionality, testing, support, and quality assurance.

The team acts as a control tower, defining and monitoring Key Performance Indicators (KPIs) for the new environment and projects. Additionally, the team plays a key role in clarifying requirements and expectations towards the new contractual ecosystem deliverables and resource planning and prioritization of major deliverables.

Responsibilities

The team collaborates closely with various teams, including D&TO (IT) PMO, Process Engineering, architects, Support and development teams, as well as GSS Markets, and ww or regional central teams such as MOC, delivery, Sales Ops, and CMO organizations. This involves frequent interactions with team members located in all four time zones in the U.S. and those in EMEA and APJ. Depending on physical location, early morning or late afternoon meetings may be necessary on a regular basis. The job also entails considerable time on phone working with geographically dispersed teams.

  • Own interaction with Business Program Management by taking accountability for all Service deliverables related to deployment activities, including Planning, Testing, Training, MTP, warranty support, and User Support.
  • Establish success factors with Program and Capability leads and ensure tracking & regular review of the same.
  • Drive process improvements for service offerings in alignment with Stakeholders.
  • Establish strong relationships with Capability Teams (D&TO), operational teams (CMO), and Market teams (GSS) to ensure optimal integration & execution.
  • Drive KPI implementation and deliverables of the Program.
  • Provide program escalation support to program Stakeholders.

Actively engage with the management team to ensure best practice sharing and process deployment consistency.

Requirements

Education & Experience

  • 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 work experience, preferably in project management, HP Services business units, and with global projects, or a related field.

Preferred Certifications

  • Project Management Professional (PMP)

Knowledge & Skills

  • Change Management
  • Customer Relationship Management
  • Data Analysis
  • Key Performance Indicators (KPIs)
  • Milestones (Project Management)
  • Process Improvement
  • Project Documentation
  • Project Implementation
  • Project Management
  • Project Schedules

Cross-Org Skills

  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

Impact & Scope

  • Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

  • Provides highly innovative solutions to complex problems within established policy.

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