Senior Director, Field & Channel Delivery Operations North and Latin America

As the Senior Director – Field & Channel Delivery Operations for North and Latin America, you will lead the transformation of our largest market across the Americas. In this role, you will oversee the end-to-end delivery of services at significant scale, with full accountability for Lifecycle Services and Warranty support, as well as onsite field delivery within Managed Services.

You will be responsible for leading complex, multi-functional operations across multiple locations, with a direct impact on business unit performance and broader organizational strategy. This requires deep expertise in Customer Support and Services, along with a proven ability to influence and align cross-functional teams to deliver seamless, end-to-end service experiences.

As part of the HPS GBU, this role is critical to driving services-led growth in the region. You will enable this by ensuring world-class delivery execution, supporting contract renewals, and contributing to revenue, profitability, and TCE performance for the segment. Success will be measured through a range of key operational and customer metrics, including SLA adherence, customer satisfaction (sNPS), Service in Time (SIT), First-Time Fix (FTF), re-repair (RR) reduction, as well as optimization of parts consumption and fraud prevention.

• Own the end-to-end onsite customer experience, leading resolution of customer escalations by coordinating across Quality, Technical Escalation, and Hardware Engineering teams.
• Lead services segment management across Commercial Enterprise, SMB, and Consumer markets spanning PC, Print, and Peripherals.
• Oversee IT service management for installation, moves, adds, changes, and disposal activities.
• Drive cost efficiency and operational performance, ensuring cost-to-serve aligns with revenue objectives.
• Manage supplier and vendor relationships, partnering with Global Procurement on selection, statements of work, compliance with master service agreements, and rate negotiation/governance.
• Develop and execute channel partner strategies to grow services adoption, increasing registration, activation, and usage.
• Support growth of contractual services through renewals, expanded offerings, and development of new capabilities for managed services.
• Foster a customer-centric culture by championing employee experience, diversity, inclusion, and engagement across high-performing teams.
• Drive incremental revenue through point-of-support sales, service interactions, and renewal opportunities.
• Engage senior business leaders and stakeholders to resolve complex service challenges and represent the organization internally and externally.
• Serve as the primary liaison for Customer Support with Commercial Market teams and Managing Directors across North America and Latin America.
• Lead process improvement and policy development initiatives, aligning operational execution with broader organizational strategy and goals.
• Launch and scale organization-wide programs and products, ensuring alignment with technical support and business strategies.
• Strengthen Partner Services Management through close coordination with the Customer Support Channel organization.
• Manage financials and headcount budgets in alignment with business objectives.
• Advise executive leadership on strategic direction, contributing to policy development and implementation.
• Lead talent management efforts, including hiring, performance management, coaching, and career development.

• Advanced degree strongly preferred.
• Minimum requirement of 15+ years of experience in Support / Service Segment delivery and solutions.
• A proven track record of 10+ years of operations management in large organizations, with supplier management, service taxonomy, and financials management.
• Demonstrated team leadership, mentoring and influence across a global, matrixed organization in which team members may not always be direct reports.
• Prior experience and working knowledge of contractual business delivery field operations through supplier and channel delivery partners.
• Applied knowledge of ITIL Framework and understanding of IT infrastructure delivery…