Customer Support & Services: Service Line Manager h/f

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Within the division Customer Support & Services (CSS) France we are looking for a Service Line Manager.

Job summary :

The Service Line Manager is responsible to manage best in class end-to-end operational performance over all scorecard of Key Perfomance Indicators (KPIs) and to achieve highest possible customer satisfaction in service delivery.

Job scope :

SLM is responsible for CSS France Delivery operational performance on Commercial segment (personal systems and printing, all delivery motions excepted channel).

Accountable for operational excellence improvement over time on weekly/monthly basis to reach targets.

In his role the SLM has to coordinate a virtual team of CSS function representatives (contact center, field operations, supply chain, etc.) to drive continuous performance improvement and deliver from data analysis to action plan

Drive consistency in metrics, target & scorecard and lead the target setting process.

Drive/Own and deploy the Operation Process of management within the country.

Job specifics/responsibilities:

Operations :

  • Build operational performance metrics on a weekly or monthly basis explaining deviation drivers and provide executive summary to management
  • Define, plan and execute with functions appropriate operational excellence improvement actions in order to reach expected objectives and bridge any deviation (ie Turn Around Time; Closed in Time, Solved in Time, case backlog and ugly backlog, Parts per Serial Number consumed, etc..))
  • Prepare detailed country performance package and provide support for CSS monthly operations review meeting (local & EMEA management level)
  • Benchmark performance cross country/clusters/(competition ?) and ensure best practices are shared

Quality :
  • Weekly survey analysis of service Net Promoter Score (sNPS)
  • Define & deploy action to improve sNPS by +5ppt YoY to reach consistently above 40%
  • Execute deep dive analysis & ensure corrective actions are taken by appropriate teams (ie category, Supply Chain, Contact Center, On-site Sub-contractorss...) in order to meet our objectives.
  • Integrate guidance from category teams to drive customer loyalty. Understand customer satisfaction drivers and drive programs to fix recurring root causes.
  • Drive France weekly/monthly deep dive meetings & represent France delivery in category reviews.
  • Entry point for all quality improvement projects/initiatives and lead Commercial Country Initiatives, act as Single Point Of Contact for Country initiatives
  • Participate to SLM forum with other EMEA countries and drive cross country actions (problem management)

  • Cost control & predictability
  • Monitor Open cases management governance process in order to prevent customer impacts and prevent monthly financial exposure.
  • Propose & drive cost reduction program to bring savings

Presales consulting :
  • Assist Sales teams on standard deals & on customized deals request
  • Select standard or differentiated support service offer to include in value proposition
  • Assess financial & operational risk
  • Leverage as much as possible standard operational process
  • Assist FSM/SPM on SOW negotiations with Delivery Partner(s).

Others :
  • Go to Person for CSM for performance & quality related questions.
  • Assist Sales / Country Support Manager in customer visits in case of delivery quality problem / issue
  • Publish monthly performance scorecard summary for General Manager and staff update

Skills and Qualifications:
  • 10+year experience in support services or field delivery is a must
  • Strong relationship management
  • Experience in team collaboration
  • High analytical and creative problem solving capabilities and techniques
  • Lean6sigma knowledge & methodology
  • Quality Management skills
  • Excellent communication skills
  • Excellent knowledge of service delivery principles and processes
  • Attention to detail, while able to focus on top impacts/topics
  • Excellent English language skills required to animate & drive foreign project members
  • Previous relevant experience in service delivery
  • Project Management skills
  • Demonstration of resilience & tenacity
  • Commercial awarness
  • Eager to seek for solutions and improve knowledge in delivery tool, always


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