Remote Services Support Manager

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.


  • Develops and nurtures senior mgmt or executive-level relationships with the customer.
  • Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
  • Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
  • Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
  • Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
  • Owns cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
  • Ability to effectively and proactively manage risk for high to very high risk projects.
  • Hires & leads cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
  • Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
  • Develops & manages account service delivery plan. Contributes to strategic account plan.
  • Negotiates with and manages 3rd party vendors contributing to contractual requirements.
  • Develops solutions and participates in presales & change order negotiations representing & approving delivery capability & cost solution.
  • Identifies incremental revenue opportunities and supports pursuit activities.
  • Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
  • Contributes to organization strategic business plan to drive HP goals and initiatives.
  • Identifies cross business unit optimization opportunities and drives improvement effort.
  • Develops and drives knowledge management strategies to drive organizational maturity.
  • Contribute to development and implementation of ADM methodology and tools to support customer engagement model.
  • Manages their resource pool of Account Delivery Managers: forecasting resource requirements and staffing to meet demand.
  • Aligns ADM resources to business needs ensuring optimization of staff talent and expertise.
  • Responsible for identifying and hiring top talent to achieve business results.
  • Manages, coaches and mentors team to achieve best-in-class TCE, drive down cost of delivery and achieve trusted advisor status with customer.
  • Responsible for the continuous development of their ADM teams: improving the performance of their underachievers or taking the appropriate corrective action.
  • Promote customer strategy development by ADMs to grow account into reference site.
  • Contribute to strategic growth plans.
  • Responsible to ensure knowledge management is captured, documented and leveraged for improved performance.
  • Manages FPR process.
  • Supports team in execution of responsibilities removing barriers when necessary.
  • Escalates major Account Delivery Management issues to the higher Management with recommendations to address.
  • Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding.
  • Achieves diversity and other HR goals.
  • Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.

Education and Experience Required:

  • First Level University Degree or equivalent combination of education and experience.
  • 8 - 12 years relevant business experience.
  • Multi cultural and x-region experience desired.
  • ITIL/ITSM experience.

Knowledge and Skills:

  • Ability to build & manage strong customer relationship at the executive level.
  • Excellent influence & negotiation skill.
  • Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
  • Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
  • Applies appropriate knowledge and methods to resolve very complex business issues.
  • Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support.
  • Ability to proactively & effectively manage risk on high to very high risk projects.
  • Coaches & mentors experts & specialist ADM/DDMs.
  • Develops & consistently applies Quality & Continuous Improvement Plans.
  • Ability to develop & present high impact message to executive level management.
  • Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry events.
  • Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.
  • In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs.
  • Ability to lead and coordinate large teams, often WW and virtual.
  • Cultural sensitivity as works across multiple geographies.
  • Ability to negotiate within workgroups, customers and HP management.
  • People Management ability.

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