Professional Services Project and Program Manager

The Professional Services Project and Program Manager will be part of a multi discipline team that is responsible for the quality, magnitude, and effectiveness of the Managed Print Services contractual relationships between the company and the customer. The Managed Services team cooperates in building effective services & solutions for its strategic accounts including the design of a fleet, design of the solution infrastructure, the provisioning of the hardware & software, the financing of the leasing, the fleet deployment, supply of toner cartridges, the maintenance and the customer reporting.

The Professional Services Project and Program Manager is in charge of the successful transition and implementation of HP Managed Print Services (MPS) with highest Total Customer Experience (TCE). The main objective of this role is to ensure that the implementation meets project scope, timeline, and budget expectations. This Professional Services Project and Program Manager role is focused on the hardware, services and solutions deployment after contract signature, interacting directly with the Customer, installation Suppliers and cross functional internal HP teams to transition the CMO (current model of operation) to the ultimate FMO (Future Model of operation) across various geographies and customer facilities in scope within that contract.

Job specifics/responsibilities:

• Manages customer project delivery and legal and commercial issues.

• Manages project financials including P&L and meets or exceeds SOAR approved budgets.

• Identifies and develops new opportunities on current project.

• Supports qualification and opportunity assessment for complex opportunities.

• Manages client relationships and mid to upper-level client delivery relationships.

• Frequently represents the organization to external customers/clients.

• Manages project team (including Suppliers) and manages internal as well as external resources.

• Mentors and encourages skill development of project team members.

• Demonstrates an in-depth understanding of key HP Services' operational policies, processes and methodologies applicable to project management.

• Speaks with expertise to many layers of depth related to project management methods. 

• Providing data quality control.

• Being part of TCV (Total Contract Value) to Revenue improvement initiatives led by EMEA markets.

• Identifying risks and opportunities and contributing to the achievement of the organization’s short and long-term goals.

• Assisting with escalations with internal HP teams

• Following up on KPI and metrics targets and discrepancies.

• Working on complex projects where analysis of situations or data requires an evaluation of multiple factors.

• Understanding of the contractual world

• Gathering & Validation of all documents from Pursuit & participate in handover meeting – ensure all documentation that is produced for the handover is complete and accurate

• Initiating the entire project set up and processes in alignment with the Global Program Set up (if available) e.g. Governance Model and R&R

• Monitor and Control initial Project management plan

• Manages project financials including triggering of purchase orders and Supplier payments

• Define installation Supplier, prepare and perform kick-off meeting with Customer – agree Project Governance i.e. regularity of calls, attendees etc.

• Create and Discuss project/ deployment plan with customer; Define and agree on key milestones & acceptance criteria

• HW & Software ordering and installation management when/if needed.

• Align with installation Supplier on deployment and technical specifics e.g. configuration, devices, solutions, work instructions (HP Technical consultant involved)

• Develop and document detailed work plans including Management of Change materials.

• Acts as HP and Customer SPOC for deal implementation issues

• Provides project status updates & reporting to internal and external stakeholders/management – highlighting any major issues/concerns as soon as they arise

• Set up an maintain the RAID (Risks, Actions, IMACs, Decisions) LogManage Dead on Arrival devices

• Create and obtain all relevant project documentation e.g. Certificate of Acceptance after the installations

• Update all relevant tools for the project: Deal Source, Smartsheet

• Provides Hardware & Software Forecast to Business stakeholders per established governance

• Initiate and execute Change orders as per project specifics.

• Set up and maintain a Change Order Log

• In complex deals, support due diligence, discovery and design phase during Pursuit.

• Create Fleet Implementation sheet (FIS)/Change FIS, validate the details with the customer and submit the final version for processing

• Update and maintain TMC Tool

• Ensure back-end systems are working and Billing Block is removed

• Managed E2E Revenues – i.e. from Order to Invoice and Lease Schedule creation (including the timely management of HPFS Missing Info Tickets)

• Prepare and conduct Handover meeting to Service Deliver Manager

• Conduct Lessons Learnt (or FuPan) and share key finding with extended teams to facilitate process improvements.

Key deliverables/accountabilities:

• Delivery of projects on time, on budget, meeting specific project objectives and deliverables.

Education (degree) and professional experience required:

• Bachelor’s degree or equivalent

• + 7 Years of Project Management experience in IT or Transition and Transformation services

• Client facing experience (face-to-face or remote)

• Managed Print Services knowledge and experience is considered strong advantage

Other requirements:

• Strong English written and verbal language skills

• Other languages knowledge would be an asset

• Business acumen

• Able to understand global business processes and identify impact of change

• Able to apply tools and technology to produce results

• ITIL Foundation Certificate - preferred

• Project Management Certification - preferred

Personal skills and qualities:

• Excellent verbal, written communication and listening skills, including negotiating and influencing skills (internal & external customers and Suppliers).

• Develops and uses logical thinking and analysis.

• Demonstrates business acumen, understanding of organizational strategy.

• Self-motivated, self-driven attitude.

• Commits and delivers with integrity, transparency & quality.

• Strives for continuous improvement & quickly adapts to changes.

• Utilizes current program and project management industry best practices, and has

• experience across different types of services-related projects.

• Demonstrates excellent attention to the detail: applies a critical level of knowing that a single word out of place in a signed contract can have wide-ranging business, financial, and legal impacts.

• Problem solving skills: assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

• Decision making skills: assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.

• Organization skills: set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.

• Lead by example: positively influence others to achieve results that are in the best interest of the organization.

• Demonstrates leadership skills (leading by example, assertiveness, inspiring confidence, source of encouragement) with an open-minded attitude.

• Conflict Management skills: identifying/resolving conflict, mediating opposing viewpoints.

• Understanding of legal and contractual terms and implications.

• Relationship development (both internal and with the client).

• Identifying and mitigating risks

• Applying creativity to solving complex problems

• Ability to operate effectively within a virtual (cross-cultural) team.

• Building relationships and working collaboratively

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office applications

• Smartsheet tool

• Reporting tool /Data management

• Analytics skills

• Project management

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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