Job Description

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members\'work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region. Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers. Manage area(s), or team(s) of HP employees with well- defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility. Generally sets work activities of teams providing remote (offsite) service customer access, pre-sales, post-sales or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers. Services are provided on standard, specialized or complex systems. May be responsible for leading, managing, sponsoring or participating on projects. Responsible for managing a budget. Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met. Establish and manage relationships with subject matter experts and appropriate management, with an objective of maintaining and building the business. Typically a Bachelor\'s degree or equivalent experience required 6-8 related experience in customer support with proven managerial abilities People management responsibility. Demonstrate some in-depth knowledge of corporate organization and policies. Demonstrate business, technical or functional knowledge at the mastery level. Demonstrate administrative or operations knowledge. Demonstrate skills in project management, analysis, communication, scheduling, controlling and presentation. Demonstrate management capability. Familiar with HP\'s portfolio of offerings, with detailed knowledge of services which are delivered out of their organization. Ability to lead project teams. Demonstrates detailed knowledge of support solutions. Demonstrates thorough knowledge of industry drivers relating to TCE. Called upon to create or implement strategic plans, goal setting, and Plan of Record management. Knowledge of HP\'s financial management processes. Forecast and manage to a budget.

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