Director, Employee Services and Automation Technology

Director, Employee Services and Automation Technology

Description -

BACKGROUND TO THE ROLE:

HP Inc. brings together a portfolio that spans printing, personal computing, software, and services to serve over 1 billion customers in over 170 countries. Innovative and adaptive, we’ve grown with the industry for decades, from instruments to calculators to computers, printers, and 3D manufacturing. Today, we are building a Future Ready HP, known for more than just the great PCs and printers we sell today, but also for new services and industry-leading innovations, ensuring that every experience we provide is connected, personalized, and optimized for our customers, partners, and employees.

HP’s Digital & Transformation Organization, spanning Digital Strategy and Solutions, Customer Experience, Data and Analytics, Business Technology Solutions, and Digital Value Capture, is at the core of this transition. We are focused on delivering world-class and disruptive technologies, tools, and processes to help transform HP into a more digitally enabled, customer-focused, innovative, and agile company.

From customer to employee experience, from front to back end, we are committed to delivering superior business value and driving operational excellence to transform the customer experience and impact the future of work. We are focusing on putting HP in the best position to drive extraordinary contributions to humanity, furthering the company’s ambitious goals to make the world more sustainable, equitable, and inclusive.

OVERVIEW:

The Director of End User Services will report to the VP of Employee and Infrastructure Services and provide the progressive leadership and vision needed to support HP’s technologies that flawlessly serve our customers daily. The leadership provided by the successful candidate will create industry-leading IT services that directly support end users.

The IT Employee and Infrastructure Services team at HP Inc. oversees its global IT operations, including all its IT infrastructure. Over the past three years, HP IT has pursued numerous transformation initiatives to better align with business and stakeholder objectives. This leads to a more targeted management of complete operational processes and responsibilities by meeting SLAs and KPIs tied closely to business goals. The Director of End User Services role within this team is to guarantee operational excellence by managing the platforms and services that support HP’s worldwide end users, ensuring strategic direction, modernizing efforts, and maintaining operational reliability and performance. Understanding the Service Now platform and the value its modules bring to the company and allowing the right mix of automation, monitoring, and analytics is core to the role. Sustaining growth relationships and ensuring accountability with vendors like Microsoft is also vital. Using the right platform tools to provide data center and end-user automation is critical to our success.

ACCOUNTABILITIES

• Work closely with architecture, engineering, and Employee Experience organizations to successfully deploy world-class solutions in our IT environment.
• Be a creative thinker and analytical person who is highly comfortable with engineering and end-user standards.
• Challenge peers and industry partners to do the right thing at the right cost for HP.
• The ability to manage the growth and maturity of HP’s complex CMDB is a core competency for the leader in the position.

The ideal applicant should have business and financial insight, technical proficiency, a cooperative spirit, and be a proactive initiator with excellent communication, leadership, and organizational skills. They must be capable of working with various groups at once and excel in a rapidly changing, international setting.

Accountabilities:

• Deliver on HP Inc.’s strategic objectives to transform IT Infrastructure and Operations into an innovative, agile, and lean organization providing database, platform, and end-user services.
• Build and manage a team and lead a globally dispersed organization.

• Creates strategic and tactical operations and resource plans, goals, and organizational priorities based on business and IT roadmap and functional objectives.
  • Industrialize “IT as a business” operating model, tools, and processes.
  • Manage End User Services budget (capital and expense), and ensure dependable, secure, and cost-effective delivery of services.
  • Shape and deliver next generation employee services in partnership with leading enterprise technology and managed services vendors.
  • Enable HP Inc workforce and partners productivity by designing and delivering innovative workplace end user technologies and connectivity.
• Custodian of DC hardware/software and DB/platform technologies in operations and champion continuous improvements and incremental improvements in these areas.

Essential Functions

• Develops strategic and tactical plans for operations and resources, setting goals and priorities for the End User Services division aligned with the broader business and IT strategies and functional aims.
• Collaborate with strategic choice of partners to provide operational and financial excellence. Driving modernization efforts to reduce technical debt, improve operational stability, and enhance user experiences.
• Maintain stability and reliability while supporting agile MTP with consistent outcomes.
• Custodian of IT environments with HPI technical “Know how capabilities.”
• R&R is structured geographically, with accountability for different platforms and local escalations.
• Hold vendors accountable and optimize resources to free up for innovation and transformation.
• Partners with IT and Business Leadership to lead and deliver the technology infrastructure operations and execution for the enterprise, supporting a highly scalable and redundant environment.
• Develops the team and mentors’ talent to deliver the technology management and execution capabilities of the organization. Enable a constant learning environment.
• Work closely with multi-team technical resources, engineering managers, and other stakeholders to ensure systems function within SLA and that outages are dealt with rapidly and effectively.

Education and Qualifications:

• A bachelor’s degree in computer science or equivalent technology degree is required; an MBA is preferred.
• 15+ years of experience in a leadership role in IT Infrastructure Technology / Operations, with at least 15 years of senior management experience at the Director level or higher.
• Proven track record of building and motivating large, high-performing teams in times of change in global matrix environments.
• Evangelist of HP story with a passion for the customers and partners.
• Onshore/Offshore partner integration to deliver services of high quality at competitive price points.
• Proven track record of leading design delivery of large‐scale, high‐quality systems focused on infrastructure.
• Strong attention to detail, analytical capability, and excellent verbal and written communication.
• Ability to effectively work with and influence others and act as a change leader.
• Ability to operate independently and collaboratively.
• Strong leadership skills, including coaching, team building, and conflict resolution.
• Organizational and strategic management skills, including budget and business planning and forecasting.
• Skilled in Metrics and data-driven processes to hold Vendors accountable while working in collaboration mode.
• Strong analytical and problem-solving skills.
• Ability to manage human capital across multiple geographies and organizations to drive workforce development and achieve desired results.
• Advanced multi-tasking and prioritization skills.
• Advanced relationship management skills, including partnering and consulting with senior management and executive roles for internal and external partners.

Your Mindset:

• A passion for driving change and making an impact.
• Ability to think strategically and act tactically.
• Comfort with a complex IT process and ecosystem.
• A questioning, curious mind with a desire to continuously improve the status quo.
• Strong sense of accountability and urgency, attention to detail, ownership of results, and customer focus.

Knowledge & Skills

• Agile Methodology
• Amazon Web Services
• Auditing
• Automation
• Business Process
• Business Requirements
• Change Management
• Computer Science
• Data Analysis
• DevOps
• Finance
• Information Systems
• Information Technology Infrastructure Library
• IT Service Management
• Microsoft Azure
• Project Management
• SAP Applications
• Scrum (Software Development)
• Technical Support

Cross-Org Skills

• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope

Impacts multiple functions and may act as a lead to peers on cross-functional project teams working to establish and execute business goals.

Complexity

Contributes to the development of company objectives and achieves goals through subordinate high-level individual contributors and managers.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Information Technology

Schedule -

Full time

Shift -

No shift premium (United States of America)

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