Job Description:

IT Technical Service and Delivery Management
Working and coordinating with hardware and software technical expertise across different divisions to deliver professional services to customers and ensure user’s satisfactions. Communicating with customer users and project managers to discover and analyze business requirements and provide professional recommendations and consultations. Responding to technical escalations or requests raised from customers timely and managing partners for troubleshooting the problem resolving.
Responsible for identifying and troubleshooting technical issues which are related to multiple expertise areas such as computer network, information security, and hardware break-fix, and firmware & software settings. Liaises and coordinates experts from various teams to elevate the collected information for R&D team for future improvement.

Account Relationship Management
Owns customer operational relationship: develops & nurtures to excellent customer satisfaction. Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the accounts. Understand customers at local, country, region & worldwide (WW) level to analyze delivery requirements & contribute to customer strategic business plan.
Works across regions/geographies and Worldwide (WW) teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth. Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.

Compliance Monitoring/Management
Manage delivery to ensure cost-effective service delivery compliance to Service Level Agreements (SLA) and Hewlett-Packard (HP)/Managed Services (MS) service quality standards

Cost and Budget Management
Establishes, tracks and enforces spending parameters to protect HP's business assets, and ensure their effective engagement.
· Owns cost target commitments for all service delivery requirements. Responsible for developing, implementing & monitoring the expense controls.

Coaching/Supervision
Assesses and manages service partners to ensure individual and group excellence

Outsourcing Methods/Processes
Systematically uses Information Technology (IT) Outsourcing Methodology (ITOM) to coordinate activities and communications, and contribute to the achievement of desired results.

Partner Satisfaction
Cultivates and maintains positive relationships with partners to ensure retention and growth of business relationship, and position HP as the preferred partner for meeting the full range of customer's business needs

HPS/BU Implementation
Understands the strategy and customer requirements involved in deploying software solutions and desired configurations.
· Leads cross functional teams including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans

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

Knowledge and Skills Required:

• IT and computer network & IoT profession with two years experiences in the technical service industry. Capable of understanding customer’s computer network infrastructure & software settings and assisting basic analyze and troubleshooting for the technical issues & implement corrective action plans.
• Able to work independently in building & managing strong customer relationship, analyzing customer’s business and technical needs, and provide recommendations of printer fleet optimization based on signed contract terms.
• Basic knowledge in Information Security related area to strengthen customer’s security standards. CompTIA Security+ certified or other relative certifications would be a plus.
• Strong partner management & negotiation skills, and capable to coordinate members from various departments to accomplish project requirements. Project Management Professional (PMP) background would be a plus.
• Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, active listening in Mandarin and English.
• High commercial acumen and a record of confidence dealing with middle managers through to decision makers. Experience of working with cross cultural parties locating at different time zones would be a plus.
• Ability to proactively & effectively manage crisis & conflict issues for projects with medium to high risks. Occasional business travel to customer site is required.


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