Country Support Manager UK&I

Country Support Manager UK&I

With CS Field and Channel organization, our team is in charge of Field operations for EMEA and in particular UK/I. Organization is responsible in each market and country for customer satisfaction across all segments, operation excellence for commercial operations (channel and direct models) and field operations cost management. We are looking for the position of Country Support Management for UK & Ireland.

This person will lead an organization of 10 diverse & experienced professionals.

CS focal point for the market/countries, accountable for end to end service delivery performance at geo level across transactional and contractual and GTMs (CX and cost)

Enable HW & Service growth.

Representing CS at UK&I MD staff level & ensure all support and services needs are fulfilled to match region expectations at competitive cost

Liaising with local country sales and category teams to ensure right alignment on performance / priorities and transformation activities

Manage all local operations support our customers – both indirect through channel partners and direct to end customers

Coordinate cross functional delivery teams to ensure customer satisfaction across all segments (consumer / commercial – print and computing)

Drive all transformation projects to optimize local environment & ensure better customer & partner expectations at best cost

Monitor performance across all segments & drive necessary actions plan with functions when appropriate

Deliver on performance metrics for commercial direct – speed / backlog / E2E performance & waste for both PC and Print

Ensure SLAs met on contractual MPS business

Manage performance of our field suppliers for transactional and contractual

Represent CS @ country level and ensure CS performance and contribution well aligned to country needs / drive appropriate reviews and discussion on top CS metrics and priorities

Support partners at country level (training / certification & escalations) with right on boarding approach & monitor overall performance (HP performance & TOP channel one)

Build right management community with Top Channel partners (through channel events, regular meetings etc…)

Partner with sales team to define right engagement between PBM & Partner Managers

Fulfill all team members activities in time as defined by HR

Develop specific career development for all team members

VIA focus on innovation and team engagement / people development

Typically 12+ years to demonstrate mastery of Service Business Management.

Established management background of high level individual contributors (people management).

Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams.

Must have a solid understanding of business management principles, financial expertise and strategic planning methods.

More frequent influence at cross-functionally and on executive level.

Services

Full time

No shift premium (United Kingdom)

25% travel

No relocation

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