ECE & MEA Customer Support Service Line Manager
Description -
At HP, we believe technology should make life better for everyone, everywhere. As a global leader in personal computing, printing, and solutions, HP operates in over 170 countries, combining innovation, sustainability, and customer centricity to deliver meaningful impact at scale. Our success is built on empowered people, strong values, and a relentless focus on customer experience.
The Customer Support Field & Channel organization plays a critical role in delivering HP’s customer promise. We operate at the intersection of field service providers, channel partners, supply chain, and commercial teams, ensuring contractual commitments and service levels are met in complex and diverse market environments.
Within this organization, the ECE & MEA regions stand out for their diversity, operational challenges, and strategic importance—requiring strong governance, stakeholder alignment, and data‑driven Service Level Management.
The Service Level Manager (SLM) is accountable for end‑to‑end service performance at country / cluster level, ensuring delivery meets agreed service levels, customer experience, speed, and efficiency targets. He acts as a trusted performance advisor to the Country Support Manager (CSM), driving data‑driven insights, corrective actions, and continuous improvement across Field & Channel delivery.
The role requires strong digital and analytical skills to rapidly consolidate, analyze, and interpret service data across multiple systems and countries. Comfort with dashboards, automation, and data visualization is key to turning complexity into clear insights, enabling faster decision‑making and proactive service management in a highly dynamic environment.
This is a high‑impact role offering strong visibility, regional exposure, and the opportunity to shape how HP delivers service in some of its most dynamic markets.
Why Join Us
- Work in a pan‑regional role with real ownership and influence
- Develop deep expertise in Service Level Management in complex, multicultural environments
- Be part of a collaborative, supportive, and highly engaged EMEA Customer Support community
- Grow your career at HP while making a tangible difference for customers and markets
Key Accountabilities
1. Service Performance Monitoring & Analysis
- Support the monitoring of country/geo service performance across contractual, transactional, and channel operations.
- Track key service metrics including Customer Experience (CX), sNPS, speed, efficiency, and operational KPIs.
- Assist in identifying performance trends, risks, and areas requiring attention.
- Contribute to performance analysis by leveraging dashboards and reporting tools.
2. Reporting & Governance Support
- Prepare and maintain regular service performance reports and dashboards.
- Support governance meetings by gathering data, creating presentations, and documenting actions.
- Help ensure reporting accuracy and consistency across stakeholders.
- Track follow-up actions and support decision-making processes.
3. Cross-Functional Collaboration
- Work closely with Call Center Operations, Supply Chain, Quality, and Field & Channel teams to support performance initiatives.
- Assist in collecting data and coordinating activities related to service performance improvements.
- Build strong working relationships with internal stakeholders.
4. Continuous Improvement & Corrective Actions
- Support the implementation and tracking of Corrective Action Plans
- Assist in identifying process improvement opportunities and operational efficiencies.
- Contribute to transformation and continuous improvement initiatives.
- Follow up on improvement actions and report progress.
5. Escalation & Issue Support
- Contribute to the analysis of service-related issues and escalations.
- Gather facts and data to support root cause investigations.
- Help prepare status updates and performance summaries for management.
- Support recovery actions until issues are resolved.
6. Digital & Analytics Enablement
- Utilize reporting tools, dashboards, and analytics solutions to support performance management.
- Leverage Copilot, AI, and automation tools to improve reporting efficiency and insight generation.
- Contribute to the adoption of standard analytics and digital practices within the organization.
Required Skills & Competencies
Core Capabilities
- Analytical mindset with the ability to interpret data and identify trends.
- Strong attention to detail and data accuracy.
- Structured problem-solving skills.
- Interest in customer service and operational performance.
Collaboration & Communication
- Strong teamwork and collaboration skills.
- Good written and verbal communication abilities.
- Ability to work effectively with multiple stakeholders.
- Organized and capable of managing multiple priorities.
Technical & Business Knowledge
- Basic understanding of service delivery operations or customer support environments.
- Familiarity with Excel, Power BI, or reporting tools.
- Interest in data analytics, automation, and AI technologies.
- Knowledge of Copilot or AI-based productivity tools.
Preferred Qualifications
- Bachelor's degree in Business, Operations, Supply Chain, Engineering, Data Analytics, or a related field.
- 1–4 years of experience in service operations, performance management, business analysis, customer support, or a similar role.
- Experience with reporting, dashboards, or KPI tracking is desirable.
- Exposure to project coordination or continuous improvement initiatives is an advantage.
What we offer
- A truly international experience: Work in a global organization with colleagues from 60+ nationalities, collaborating across cultures and geographies.
- Continuous growth & career development: Multiple internal mobility and career opportunities, supported by HP’s learning platform to keep growing your skills.
- Competitive benefits package, including:
- Hybrid work model (home office / office), depending on the role/functions
- Health & Life insurance
- Ticket Restaurant Vouchers or lunch at reduced prices at our canteen
- Flexible working hours to support work–life balance
- HP Flex Program: Kindergarten vouchers & Transport Card
- Exclusive HP products offers and discounts for employees, friends and family
- Inclusion & belonging at the core: Join our global employee networks such as Women, Pride, Inclusion, NextGen, Sustainability & DisAbility, with opportunities to get involved locally.
- Give back to the community: Participate in volunteering initiatives or join our annual HP Charity Day held onsite.
- Stay active & energized: Access our sports center (indoor & outdoor) with 25+ coordinated activities.
- Onsite medical services: Doctor and medical team available for annual checkups, nutrition, oral hygiene, physiotherapy, and general health.
- Creativity & innovation: Enjoy our Printing Happy Hour—from photos to large posters—and hands‑on workshops using the latest printing technologies, from wall covers to 3D printing.
- Easy commuting: Free parking available or excellent access via nearby train services.
- Women Network initiatives: Networking events, STEM promotion, business acumen talks, work–life balance sessions, and future‑skills development.
Entity: Sales & Services
Job -
Services
Schedule -
Full time
Shift -
No shift premium (Spain)
Travel -
No
Relocation -
No
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 "
