Transition and Transformation Manager

Job scope/summary:

The HP Inc WS MS Managed Services organization is focused in driving global consistency in managing contractual accounts and their performance, profitability and loyalty along their lifecycle, from deal solutioning and readiness, to transition and regular deal operation, working in close partnership with Pursuit and Services Sales organizations and with all CS as well as non CS Functions. The main focus is to grow the contractual business, strengthen and align our delivery capabilities and in driving account-level profitability.

MDS (Managed Device Services) is a growing business aimed at providing Enterprise corporations (CEP) and SMBs PC devices – generally under leasing- as well as Lifecycle services required to manage their PC environment. End User Workplace Services like IMACD, Call to Repair or PC Mass Deployment are examples of the HP Inc portfolio offer, and the WS MS Managed Services organization is fully accountable for the delivery of those services for EMEA customers.

This Transition and Transformation Manager (TTM) position has as a main objective the management of  the implementation of those Services and solutions after contract signature, interacting directly with the Customer and leading a cross functional program team of HP Inc SMEs (subject matter experts), consultants and process engineers to transition the CMO (current model of operation) to the ultimate FMO (Future Model of operation) across those geographies and customer facilities in scope within that contract. Once the FMO is reached, the TTM hands off the Delivery responsibility to the Account Delivery Manager (ADM).

Job specifics/responsibilities:

• Implement at customer those services sold and signed as per Contractual SOW (Statement of Work) in accordance to the specific terms and conditions, either through HP delivery capabilities or working with third parties and/or delivery partners.
• Lead the Program team across both CS and non CS functions and design, align and maintain a clear project implementation plan, at local, regional or Global level depending on deal scope. Main spoc for customer during the transition phase of the deal, managing communication, expectations, planning and escalations.
• Ensure cost, schedule and Service Level Agreement goals are consistently met during the transition throughout the FMO, regularly driving an agreed governance model with the customer.
• Before the Contract signature, the TTM ramps up into the deal, work closely with the Deal Assurance Manager (DAM) and Engagement Manager (EM) to review and provide inputs on the delivery aspects of all solution proposals made to customer during the sales cycle
• Lead and govern the Transition program team of HP Inc SMEs/ consultants for all HP functions (Services SMEs, HW Procurement, ITSM, process engineers, Supply Chain etc) who work with the customer in the implementation of the services.
• Define overall deal transition plans with the SME / Workstream owners in alignment with customer input and requirements. Create and maintain MS project plans, driving updates with SME /workstream owners and escalate potential project deviations.
• In case of Global deals, the TTM of the leading region is also responsible to coordinate the transition delivery in other regions, working closely with the Regional TTMs.
• Monitor and report internally on cost, schedule, risks and all other elements required. Ensuring all internal stakeholders are properly updated on transition progression.
• Ensure full adoption of the Workflow management platform (JIRA) with 100% of transitions managed within the system.
• Drive partner set up and manage the relationship of those outsourced delivery partners, including SOW negotiation and agreements and operational deliverables during the transition.
• Build and maintain the relationship with the Customer Project manager, Project Sponsors and Customer SMEs along the duration of the Transition to enable the Program Team to deliver their activities with the necessary resources from customer.
• Manage issues and escalations, derived from the implementation, working closely with the Client Manager to resolve them.
• The TTM is also occasionally requested to contribute during the Services sales process providing credibility in front potential customers, by creating implementation plans, presenting the TTM role and explaining transition methodology ahead of contract signature.

Key deliverables/accountabilities:

• Delivery of projects on time, on budget, meeting specific project objectives and deliverables.

Education (degree) and professional experience required:

• Engineering or Business-Related Advanced University Degree. (Preferred fields include Business, Computer Science, IT/ IS, or Electrical/Electronic Engineering (or equivalent combination education or experience).
• Business Administration education a plus
• Strong track record in Project / Program Management
• 5+ years Project Management experience or in like roles/businesses
• 5-7 years  IT / Computing workplace / PC related services sales or delivery experience.
• 5 years managing IT/Transition implementation projects.
• Project Management Professional (PMP) Certification is a plus

Other requirements:

• Fluent English
• Other languages knowledge would be an asset
• Business acumen
• Able to understand global business processes and identify impact of change
• ITIL certification
• Advanced Project management skills. PMP desirable
• Apply effective project management methodologies.
• Risk Management skills
• Change Management skills.
• P&L Management skills
• Highly developed analytic and problem solving abilities
• Focus on customers.
• Manage Transition/ Transformation project financials

Personal skills and qualities:

• Ability to work under pressure and respond to rapid demands with short deadlines
• Excellent presentation skills. Ability to deliver presentations at all levels
• Demonstrated ability to lead and inspire teams, develop relationships across organizations and accomplish goals under pressurized situations. Strong skills in exercising independent judgment
• Influence management in defining customer needs
• Negotiate effectively
• Strong communication and influencing skills
• Positive can-do attitude; Customer centric approach
• Out of the box thinking – able to find solutions
• Excellent teamwork skills

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office
• Proficiency on using MS Project
• Project management

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!

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