Channel Partner Services Manager

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HP is the world's leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.

We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works.

At HP, the future is yours to create!

Leadership role to develop deep partner relationship with C-level, Directors and Services Managers and their team to manage end to end support and make HP vision a reality in HP Print Contractual space.

This leader is responsible to make HP & HP partner's in North America successful by being part of partner selection and guiding channel partner's ability to succeed by providing the tools needs for partners to delivery best in class services to their customers.

Operate in close partnership with HP Business units, and be the owner for post sales and end to end within Customer support to help the partner succeed. Partner Enablement, Training & Certification, Technical Support, Parts management, Administrative requirements and fast resolution of issues through escalation management are critical to success.

Lead a team of Partner Services Managers across North America to be Trusted Advisors and champions for HP's top Channel Partners for services and support related activities with laser vision focus on growing market share as the business outcome

Key Responsibilities:

  • Operations management
    • Lead team of Partner Services Managers by region and manage constant, “always on” communication with Partners at all levels.
    • Work with Business units to strategize and lead product support that meets business requirements include new product & services introductions
    • Lead consulting with partner delivery teams in planning, delivering, and managing complex support design, deliver, and manage delivery of office printing solutions.
    • Drive Operational excellence through Balanced Partner Scorecards
    • Provide all support required to get a partner ready to provide support on HP products by having a best in class partner program, providing tools and process that are easy to operate within HP. Focus on Fast, Ease, Quality Resolution to improve Brand loyalty.
    • Perform partner assessment and compliance to protect HP brand
    • Lead consulting with partner delivery teams in planning, delivering, and managing complex support design, deliver, and manage delivery of office printing solutions.
    • Lead Proactive support by integrating business understanding to create solutions,
    • Lead & Drive change by gathering feedback for constant improvements on Tools, Process, Fleet Support, Escalation management to show measurable improvement constantly.
  • Drive monthly/quarterly reviews with partners .
    • Provide expert consulting on a specific technology, application, service offering or market segment through proactively maintaining high-level technical, operational expertise and understanding of industry trends to develop channel partner relationship.
    • Apply deep and broad office printing background and knowledge of copier industry trends to manage critical channel partner relationships
    • Anticipate, understand partners needs from HP
    • Promote HP strategies for improving products serviceability, diagnostic tools, SDS Value proposition
    • Review partner delivery performance (Delivery KPIs) and corrective action plans
  • Mentoring
    • Mentor and consult with team members, other organizations, customers, and vendors on the most complex issues.
    • Mentor and assist less-experienced team members on complex incidents.

  • Bachelor's degree in business admin, or equivalent analytical discipline.
  • Master of Business Administration preferred.

Required Experience:
  • 10~15 years of management experience with IT product Service operations. Preferred additional experience with scanners, printers, MFPs, and similar products.
  • Experience working across organizations.
  • Managed common service procedures, parts management, RA processing, quality analysis, etc.
  • Managed Consumer, Commercial and Information product technology
  • Process improvement and process implementation experience, especially with complex, distributed systems. Project Management Professional or Lean Sigma Black Belt certification preferred.
  • Relationship management

Other Requirements:
  • 50% travel required.


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