Hewlett Packard (HP) is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, personal computing and access devices, global services, and imaging and printing. Our $4 billion annual R&D investment fuels the invention of products, solutions and new technologies so we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.

Currently we are looking for:

Job Type: Operational Development Manager
Work Location: Across Singapore - Tanjong Pagar

Responsibilities:

• Manage team responsible for providing on-site hardware, systems, sub-systems and/or other applications support for customers according to contractual service levels.
• Overall responsibility for planning, recruiting, developing and utilizing Mission Critical support consultants, project managers, Mission Critical support specialists, and Mission Critical Account Support Consultant (ASC)s.
• Plan, direct, and monitor high-end operational / tactical activities of team.
• Set and drive team to meet business and operation targets.
• Handle cross-functional and cross-sub-region / region escalations.
• Maintain strong relationship with customers and other functional managers.
• Act as a key advisor to senior management on the development of overall policies and long-term goals of the organization.
• Solve complex business/technical issues within established policies.
• Responsible to evaluate solutions and delivery effectiveness to provide a proactive environment.
• Consult on design, and delivery of Mission Critical Support Solutions.
• Recommend and lead planning activities at all levels within Account Support
• Contribute in enhancing HP's ability to develop and deliver Mission Critical solutions.
• Develop relationships with consulting organizations and third parties to ensure their solutions include Mission Critical support services.
• Provide leadership and mentoring of the entire HP support team.
• Ability to influence different functions and sub-regions / region.
• Accountable for results of major Mission Critical programs for cost, direction, and people management.
• Functions as change agent across very large, complex and diverse enterprise accounts.
• Works closely with Sales/ Client manager and delivery account teams to grow accounts and maximize customer satisfaction Grow and build business thorough direct customer relationship, driving customer loyalty with Mission Critical services.
• Participate or lead proactive re-engineering activities that provide recommendations to optimize Mission Critical support solutions.
• Manage Mission Critical delivery teams at different strategic Mission Critical customer sites.
• Responsible for managing district operations team and support revenue. Typical revenue responsibility,
  depending on single or multi-country scope, could exceed $30M.

Qualifications:

Education and Experience Required:
Minimum Bachelor's degree or equivalent experience required. Typically 5 years of related experience in computer customer support industry with proven managerial abilities. Three years of on site customer support, Mission Critical, systems experience desired.

Knowledge and Skills Required:

• Working knowledge of all Technical Services and Mission Critical support service solutions.
• Thorough working knowledge of all relevant HP Mission Critical / Proactive Services, competition, market trends, HP organization, third parties.
• Understand Mission Critical customers' environment and business drivers to leverage new opportunities.
• Capable of building and managing Mission Critical support services that are consistent with Information Technology Information Library (ITIL) management.
• Strong ability to present Mission Critical value to customers in a strategic manner.
• Skills in people and project management, planning, problem solving, innovation, analysis, communication and negotiation.
• Mission Critical and ITIL certifications.

Critical Competencies to Drive Business Results:

Strategy Operationalization & Implementation
Establishes and drives the operationalization and execution of HP's business vision, strategy and direction

Cost and Budget Management
Establishes, tracks and enforces spending parameters to protect HP's business assets, and ensure their effective engagement

Operations Building/Development
Continuously monitors, troubleshoots, and improves area-of-control operations to ensure alignment with HP's business direction, the quality of business practices, optimum organizational performance and a highly motivated sales force

Technical Portfolio Management
Effectively manages the technical component of portfolio to optimize technical support and maintain robust technical contributions

Coaching/Supervision
Assesses and manages employee performance to ensure individual and group excellence

Customer Ops Management
Understands customer operations management - its rationale and requirements, and how its systematic application contributes to HP business success.

Services Support Policies & Procedures
Applies understanding of HP service organization and functions to support internal and external customer requests

HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP's strategy for market penetration

HPS/BU Solutions
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold

HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies

Change Management
Develops methods for supporting innovation and change across the organization

Problem Solving
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution

For you who meet those criteria and interesting work with us, please apply as online through the following link at the bottom of this page.

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