Senior Operations Manager, Delivery Command Centre

Applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. Manages activities of non-exempt/exempt individual contributors (typically Expert/Master) and/or MG1s. Has accountability for a large multi-department area(s) or location(s) with significant impact on business unit results and organizational strategy. Acts as a key advisor to senior management on the development of overall policies and long-term goals of the organization. Plans, manages and monitors high-end operational/tactical activities of Staff. Staff members'primary focus is on either high-end tactical or broad strategic issues or a combination of both. Recruits and supports development of direct staff members. Position typically reports to Director or above.

Additional Guidance/Criteria:

  • Directs and controls activities within a sub-region or Region.
  • Typically manages 10 or more direct reports. Span of Control guidelines may differ from these numbers.


  • Manage larger team(s), managers (Manager Is) of teams, or area(s), with broad scope or impact, including setting organizational direction/work prioritization, people development, cost management, and alignment with larger business goals
  • Create strategic business plan for organization within guidelines of remote (offsite) service; documented Business Unit/Corporate objectives; ensure proposed projects receive appropriate support.
  • Responsible for managing a budget or P&L.
  • Coach and mentor employee direct reports. May coach and mentor non- direct reports as needed. Manage FPR process for HP employees. Manage team and individual performance.
  • Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).
  • Advise management and peers on broad organizational, technical, and strategic matters of importance.
  • Establish and manage relationships with customer subject matter experts and appropriate customer management, with an objective of maintaining and building the business.

Education and Experience Required:

  • Typically a Bachelor's degree, advanced degree desirable or equivalent experience required 8-10 related experience in customer support with proven managerial abilities

Knowledge and Skills:

  • People management responsibility
  • In addition to K&S for Mgr I:
  • Knowledge of relevant HP competition, market trends, organization, 3rd parties. Multiple years experience in support business.
  • ITIL Essentials trained desired.
  • Demonstrated ability manage project /program teams Recommends and leads planning activities for area of responsibility Defines specific strategies or action plans to achieve targets. Communicate these to all levels of employees and partners.
  • Thorough understanding of customer environments and business drivers to leverage new opportunities.

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