Assistant Manager overseeing restaurant operations and team development in a growing international company. Focused on hospitality and quality service in various European locations.
About the role
- Senior Service Delivery Manager leading a high-performing global operations team for HP's Consumer Services. Responsible for resolving incidents and improving subscriber satisfaction.
Responsibilities
- Oversee containment, resolution and retrospectives of major service incidents and escalations raised from Customer Support, ensuring minimal subscriber impact and clear communication to stakeholders.
- Collaborate across Product, Engineering, and Customer Support organizations to address root causes and prevent recurrence of critical issues.
- Set focus on analyzing support case trends, device telemetry, and other operational data to identify systemic pain points and improvement opportunities.
- Sponsor continuous development of monitoring assets and operational dashboards to proactively measure health of service (account management, subscriptions, fulfillment, ecommerce…)
- Champion best practices in subscriber experience, operational excellence and proactive service management to increase efficiency and strengthen collaboration between global teams.
- Enable team delivery against key performance indicators (subscriber retention, NPS, cost targets).
- Leverage recognized domain expertise, business acumen, and experience to influence decisions of executive business leadership.
- Deliver monthly presentations to Senior Leadership team, including status updates and executive summaries related to Major Incidents.
- Foster a culture of accountability, customer focus, consultative mindset and continuous learning within the team.
Requirements
- Bachelor’s degree in Business, Engineering, Computer Science, or related field (Master’s preferred)
- 10+ years of experience in service operations, incident management, or technical support, 5+ years in a people leadership role.
- Proven success managing large-scale consumer or SaaS service operations.
- Strong understanding of subscription-based business models and global customer support structures.
- Exceptional analytical skills with ability to translate data into insights and strategy.
- Outstanding communication, stakeholder management, and crisis leadership skills.
- Experience collaborating cross-functionally with engineering and product development teams.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
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