Strategic Account Services Program Manager

Business Environment - HP, Inc.

HP is the largest seller of personal computers, printing solutions and system infrastructure systems. We are the 5th largest

software company in the world, with over 328,000 employees and annual revenues surpassing $100 billion

Due to growth in our business we are searching for a Strategic Account Services Program Manager.

Overview/Responsibilities:

Job Description:

The Indigo Strategic Accounts Services Manager is a direct client contact position with focused interactions at the

production management level.

Responsibilities include:

  • Be the Services Focal Point for the strategic customer. This Program Manager is the principal contact for all service

operational and tactical issues for the client and HP delivery organizations. Meet regularly with the customer to maintain

alignment between their expectations and the HP Services Team's expectations. Assure that all commitments made by

the HP Services teams are completed in a timely and efficient way. Provide visibility on the status of this account to HP

Management and all Services teams to maintain proper focus and promote efficiency within the HP organization.

  • Promote additional services that will assist the customer in increasing page volume, reducing service costs, improve TCE

and drive optimization in the customer's operations.

  • Manage resolution of customer issues aggressively to improve TCE. Work with the Delivery Teams to promote customer

satisfaction through efficient, effective delivery of services. Proactively managing issues that could impact customer

uptime and HP costs.

  • Meet performance goals and cost commitments of the Services team. Provide visibility of the revenue and costs for

Service engagements with SAP customers (using the reports from within the Services teams). Provide data and analysis

to improve customer and HP performance.

  • Work with the Sales Account Manager, and in many cases become a trusted advisor for the SAP customer (especially

at the Production Manager level). Understand the client at the local, country, region and global level to analyze delivery

requirements, contribute to the client's strategic business plan, create incremental revenue opportunities and ensure

that the customer's SLAs can be met with production capacity and operator training currently in place.

  • Actively seek opportunities to drive down the cost of delivery. Aggressively manage the scope, resources, cost of

delivery and coordination of services.

  • Expect to travel to customers sites once per quarter.

Qualifications - External

Skills Required:

  • Minimum Bachelor's degree in engineering or related discipline, or equivalent experience required.
  • Demonstrated ability to organize and manage complex, multidisciplinary programs for complex customer solutions.
  • Demonstrated ability to lead diverse teams in focusing on and rapidly solving escalations from customers.
  • Proven ability to communicate with customers and internal HP teams for maximum clarity and visibility.
  • Thorough understanding of the full range of HP services is a plus.
  • Experience with Indigo technology is a plus.
  • Proven ability to communicate with customers and internal HP teams for maximum clarity and visibility.
  • Thorough understanding of the full range of HP services is a plus.
  • Experience with Indigo technology is a plus.

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