Partner Service Delivery Manager & Prevention Officer m/f

Partner Service Delivery Manager & Prevention Officer m/f

Description -

Who we are?

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and one of the Fortune 100 Best Companies to Work For list in 2024, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.

HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. At HP, we know that our people and values are the most important elements in this success. And we want you to add your voice and imagination to our mission. Learn more here.

What can we do together?

The Partner Service Delivery Manager (PSDM) manages the post-sales delivery relationship between HP and its Authorized Delivery Partners, which include HP Channel Resellers or other authorized service delivery companies. The PSDM is the main link between Delivery Partners and HP's Support & Service Delivery Organization and works with the sales team to align delivery activities with business goals.

Key responsibilities include guiding partners through process training, monitoring service compensation, reducing escalations, and managing partner support and control. The PSDM must ensure overall partner satisfaction.

After a 3 months ramp period, the PSDM activity will be complemented with the second role, being the lead person for the Safety & Prevention activities for HP France.

As a PSDM, you will:

• Manage partners in the HP Amplify Delivery program.
• Oversee HP Customer Support performance in the Commercial segment through the managed partner set.
• Address process issues to improve Delivery Partners satisfaction.
• Drive service KPIs and implement corrective actions with partners.
• Handle technical escalations, connect to support teams, and prepare compliance audits.
• Track invoicing and financial waste KPIs.
• Collaborate with Partner Business Managers for growth opportunities.
• Participate in projects related to strategy or program changes that affect partners.

Job specifics/responsibilities:

Operations

• Accountable for operational performance at partner level.
• Performance analysis and action plan to close the gap on operational performance, cost and customer satisfaction.
• Activity reporting.

Quality :

• Guide delivery partners through the partner life cycle management process, including selection, qualification, onboarding, education, communication, operational performance management, and compensation, in accordance with contractual obligations and HP-defined targets or Service Level Agreements.
• Facilitate and conduct quality assessments to implement process improvements and provide service quality advice to partners. This includes performing financial analysis and raising awareness of delivery costs.
• Evaluate partner needs concerning training and service qualification requirements.

Relationship & governance

• Serve as the point of contact for Delivery Partners within HP regarding guidance, program inquiries, and partner escalations.
• Provide direction and functional management when collaborating with Remote Service Partner Managers as a team.
• Act as the escalation point for sales, category issues, and exceptional case management.
• Manage communication with Delivery Partners through monthly or quarterly reviews, regular updates, and handling escalations.

Technical

• Act as the main contact within HP for channel delivery technical inquiries.
• Possess the ability to manage and comprehend technical questions without requiring expert-level knowledge.
• Oversee the technical skills and service qualifications of overall Delivery Partners.
• Maintain close communication with EMEA technical experts when necessary.

Financial

Cost control and predictability:

• Monitor open cases management governance process to prevent customer impacts and reduce monthly financial exposure.
• Propose and implement cost reduction programs to achieve savings.

Business Management

• Build and maintain relationships at the senior level within partner organizations to serve as a trusted advisor.
• Implement service programs and changes with partners, as necessary.
• Be responsible for tracking and following up on internal and external support partners' qualification criteria.
• Collaborate closely with Partner Business Managers.
• Support services growth by defining and monitoring partners' growth plans during the pilot phase.
• Serve as a liaison between the support category and partners for service value propositions and the deployment of new services.

Prevention Plan

• Review the risk analysis of coactivity under HP contract with the Client.
• Conduct the joint safety visit and sign the Prevention Plan or Safety Coordination Plan.
• Provide related documents (certificates, authorizations…).
• Communicate and ensure understanding of safety measures to HP employees or contractors.
• Precise monitoring and anticipation of the renewal of Prevention Plans.
• Communicate with the EHS France manager in case of an accident on a client site and participate in the analysis if necessary.
• Report training, certification, individual protections, and safety behavior needs to the EHS France Manager.
• Archive the mandatory documentation of Prevention Plans.
• Customers' current locations are 75% in the northern half of France.

Who you are?

• You have a strong background in service delivery, with a minimum of 3+ years of experience in managing complex projects and delivering high-quality results in a B2B environment.
• You have project management experience, demonstrating resilience and tenacity in overcoming challenges and achieving objectives.
• You possess excellent relationship management and communication skills enabling you to build and maintain long-term partnerships with key stakeholders and managing technical escalations.
• Knowledge of Lean6sigma and quality management principles is required to ensure operational excellence and adherence to best practices.
• A strong understanding of service delivery principles and a detail-oriented approach with a focus on key priorities are necessary to optimize performance and achieve targets.
• You have extensive experience in team collaboration, working effectively with cross-functional teams to achieve common goals.
• High analytical and creative problem-solving skills are essential, allowing you to identify and address process issues, innovate solutions, and drive continuous improvement.
• Fluent French and proficient English language skills are required for managing international projects and collaborating with global partners.
• Safety referral training (Code du travail, Article L4644-1).

Why joining HP France?

At HP France, you will be immersed in an inspiring workplace where all our people love to be, collaborate well together and where they can learn, grow and develop professionally as well as personally. We offer empowering responsibilities. You will have the opportunity to evolve through your commitment, your skills and your sense of initiative! This position can be the 1st step in a great career within our teams!

Joining us also means a great work-life balance and benefits such as meal vouchers, discounts on HP products and more!

Driven by a strong corporate culture, our employees are involved in numerous initiatives through internal networks (Next Gen, Women@hp, workplace well-being team, etc.) and external volunteering (Nos Quartiers ont du Talent, Hour of Code).

HP is also committed to an equal opportunities policy, from recruitment to career development. Job offers are open to all, including people with disabilities.

Our promise: To create a diverse and inclusive working environment! So, what are you waiting for?

Based in Meudon (tramway T2 stop Brimborion), our campus offers collaborative, creative and ultra-connected open spaces.

#LI-POST

Job - Services

Schedule - Full time

Shift - No shift premium (France)

Travel -

Relocation -

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement