UK & Ireland Country Support Manager Description - Job Description In our competitive PC, Printer and Services market where after sales service-support excellence is a major sales differentiator, Customer Support (CS) develops, manages and operates transactional and contractual support to HP customers Services and Support is delivered through the channel (retailers or commercial resellers) or by HP Direct Delivery (managed by subcontractors). Customers can contact HP directly through the HP Contact Centre, use our digital contact tools. In some countries they can contact a local repair service provider / reception desk. Alternatively customers can get indirect support by going through retailers or commercial resellers. A fundamental objective is to support the sales team to grow service and hardware sales through excellent service and support delivery. Responsibilities Manage the service and support delivery team in one of the geos of the NorthWest Europe geography (Benelux, Nordics or UK & Ireland) Channel Delivery – retailers & commercial channel partners HP On-site Delivery through a network of suppliers Μanage HP support services at country level across all go-to-markets. Represent Customer Support in from of the sales/markets Be the the face of Customer support towards our market leads Εnsure that HP end to end support services meet customers’ expectations. Τurn HP support services into a key sales differentiator. Take an active role / lead in projects to improve customer services. Manager Support Provider Accounts (Channel Partners and Subcontractors) across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation. Manage communication with Partners (QBR's - quarterly business reviews -, Management of regular Communication, Escalation). Interact with Country (Sales and Country Managers) and CS stakeholders. Own Market Intelligence in Support, benchmarking vs competition and assessing the Legal conditions. Deploy country support mix strategy & support/service programs with Partners in the Retail Channel. Deploy local flavor of infrastructure and Supply Chain changes. Education and Experience Required: Typically 5- 8 years’ experience in the industry, in the Channel environment, Consumer and / or Commercial. Experience in Partner Account Management, in Operations, or Procurement will be valuable assets. Senior management experience – multiple geographies, 8 years management experience Experience in country, regional and/or GBU would be also a plus Demonstrating ability to work in matrix environments / dual reporting lines Education and Experience Required: Typically 12 years to demonstrate mastery of Service Business Management. Established management background of high level individual contributors (people management). Typically first level and advanced level university degree. Knowledge and Skills: Excellent market knowledge. Need broad knowledge competitive market dynamics, business models, business strategies and processes. Demonstrate broad knowledge of corporate organization and policies, and cross functional roles and objectives. 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. Recognized as authority in their area of expertise. Demonstrated ability to provide thought leadership and drive change across functions. Very strong leadership, people and business management skills. More frequent influence at cross-functionally and on executive level. Job - Services Schedule - Full time Shift - No shift premium (United Kingdom) Travel - 25% Relocation - Not Specified Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal