Customer Experience Program Manager

Job Summary

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

The PMO is managing the different projects supporting the Migrations, from the data preparation, the migration itself and the deployment of the contracts on the new platform, including the identification of required functionality, the testing, the support, and the quality.

The team will act as a control tower in defining and monitoring the Key Performance Indicators for the new environment on for the projects. Furthermore, the team is playing a key role in clarifying the requirements and expectations towards the new contractual eco-system deliverables and in resource planning and prioritization of major deliverables.

Responsibilities

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

Main responsibilities include:

• 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 relationship with Capability Teams (D&TO)n operational team (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 management team to ensure best practice sharing and process deployment consistency.
Education & Experience Recommended
• 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.