ECE & MEA Customer Support Service Line Manager
Core
Manage end-to-end service performance and operational KPIs for HP's Field & Channel operations across ECE & MEA regions, ensuring contractual commitments and customer experience targets are met.
Role type
Service Level Manager (SLM)
Builds
Service performance reports, dashboards, and corrective action plans for field service and channel partners.
Domain
IT Services & Customer Support (Field & Channel)
Deliverable
dashboards & analysis
Required skills
Data analysis, KPI tracking, dashboard creation, root cause investigation, process improvement, stakeholder alignment, Excel/Power BI proficiency, AI/Copilot tool adoption
Preferred skills
Project coordination, continuous improvement initiatives, business analysis background
Technologies
Power BI, Excel, Copilot, AI tools
Responsibilities
Monitor country/geo service performance and track CX/sNPS metrics; Prepare and maintain service performance reports and dashboards; Support governance meetings and track follow-up actions; Collaborate with Call Center, Supply Chain, and Field teams on performance initiatives; Implement and track Corrective Action Plans; Analyze service escalations and support recovery actions.
Seniority
Mid-level, hands-on operational management