Support Manager

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With CS Field and Channel organization, our team is in charge of Field operations for EMEA and in particular UK/I. Organization is responsible in each market for customer satisfaction across all segments, operation excellence for commercial operations (channel and direct models) and field operations cost management. We are looking for the position of Country Support Management for UK & Ireland.

• Lead a team of 10 professionals and serve as CS focal point for the market/countries.
• Accountable for end-to-end service delivery performance at geo level across transactional and contractual and GTMs (CX and cost).
• Enable HW & Service growth and represent CS at UK&I MD staff level.
• Liaise with local country sales and category teams to align performance and priorities.
• Manage all local operations support for customers – both indirect through channel partners and direct to end customers.
• Coordinate cross-functional delivery teams to satisfy all segments (consumer / commercial – print and computing).
• Drive all transformation projects to optimize local environment & ensure better customer & partner expectations at best cost.
• Monitor performance across all segments and deliver on performance metrics for commercial direct – speed / backlog / E2E performance & waste for both PC and Print.
• Ensure SLAs met on contractual MPS business and manage performance of field suppliers for transactional and contractual.

• 12+ years managing Service Business and people management background.
• Strong people management, business relationships, organizational design, problem solving and communication skills.
• Solid understanding of business management principles, financial expertise and strategic planning methods.
• Experience influencing cross-functionally and at executive level.

Typical 12+ years to demonstrate mastery of Service Business Management.

Established management background of high level individual contributors and people management.

Must have solid understanding of business management principles, financial expertise and strategic planning methods.