Senior Director, Field & Channel Delivery Operations for North and Latin America

Senior Director, Field & Channel Delivery Operations for North and Latin America Description - As the Senior Director – Field & Channel Delivery Operations for North and Latin America, you will lead the transformation of our largest market across the Americas. In this role, you will oversee the end-to-end delivery of services at significant scale, with full accountability for Lifecycle Services and Warranty support, as well as onsite field delivery within Managed Services. You will be responsible for leading complex, multi-functional operations across multiple locations, with a direct impact on business unit performance and broader organizational strategy. This requires deep expertise in Customer Support and Services, along with a proven ability to influence and align cross-functional teams to deliver seamless, end-to-end service experiences. As part of the HPS GBU, this role is critical to driving services-led growth in the region. You will enable this by ensuring world-class delivery execution, supporting contract renewals, and contributing to revenue, profitability, and TCE performance for the segment. Success will be measured through a range of key operational and customer metrics, including SLA adherence, customer satisfaction (sNPS), Service in Time (SIT), First-Time Fix (FTF), re-repair (RR) reduction, as well as optimization of parts consumption and fraud prevention. Key Accountabilities and Responsibilities * Own the end-to-end onsite customer experience, leading resolution of customer escalations by coordinating across Quality, Technical Escalation, and Hardware Engineering teams. * Lead services segment management across Commercial Enterprise, SMB, and Consumer markets spanning PC, Print, and Peripherals. * Oversee IT service management for installation, moves, adds, changes, and disposal activities. * Drive cost efficiency and operational performance, ensuring cost-to-serve aligns with revenue objectives. * Manage supplier and vendor relationships, partnering with Global Procurement on selection, statements of work, compliance with master service agreements, and rate negotiation/governance. * Develop and execute channel partner strategies to grow services adoption, increasing registration, activation, and usage. * Support growth of contractual services through renewals, expanded offerings, and development of new capabilities for managed services. * Foster a customer-centric culture by championing employee experience, diversity, inclusion, and engagement across high-performing teams. * Drive incremental revenue through point-of-support sales, service interactions, and renewal opportunities. * Engage senior business leaders and stakeholders to resolve complex service challenges and represent the organization internally and externally. * Serve as the primary liaison for Customer Support with Commercial Market teams and Managing Directors across North America and Latin America. * Lead process improvement and policy development initiatives, aligning operational execution with broader organizational strategy and goals. * Launch and scale organization-wide programs and products, ensuring alignment with technical support and business strategies. * Strengthen Partner Services Management through close coordination with the Customer Support Channel organization. * Manage financials and headcount budgets in alignment with business objectives. * Advise executive leadership on strategic direction, contributing to policy development and implementation. * Lead talent management efforts, including hiring, performance management, coaching, and career development. Education and Experience Required * Advanced degree strongly preferred. * Minimum requirement of 15+ years of experience in Support / Service Segment delivery and solutions. * A proven track record of 10+ years of operations management in large organizations, with supplier management, service taxonomy, and financials management. * Demonstrated team leadership, mentoring and influence across a global, matrixed organization in which team members may not always be direct reports. * Prior experience and working knowledge of contractual business delivery field operations through supplier and channel delivery partners. * Applied knowledge of ITIL Framework and understanding of IT infrastructure delivery requirements and best practices. Knowledge and Skills * Enterprise leadership and transformation, with a strong customer-centric and services-driven mindset * Cross-functional team organization and productivity management * Talent development, team leadership, and stakeholder engagement across global organizations * Change management and the ability to lead through ambiguity, volatility, and rapid business shifts * Strategic vendor and channel partner management, including selection, onboarding, and operationalization * Deep experience working with services vendors and channel ecosystems, with strong commercial acumen * Ability to build and scale partner-led service delivery models * End-to-end operational governance across call centers, supply chain, categories, and service functions * Strong understanding of customer experience management and service delivery excellence * Proven ability to build new service capabilities and lead large-scale transformation initiatives * Agile methodology expertise to enable rapid adaptation and value delivery * Strong prioritization, decision-making, and execution in evolving business environments * Broad knowledge of related products, markets, business processes, and organizational policies * Ability to advise and consult senior executives on service business strategy and operations * Exceptional communication skills across diverse audiences, including executives * Strong consulting, influencing, and negotiation capabilities * Ability to lead and influence cross-functional and matrixed teams, including non-direct reports Impact and Scope This role is responsible for leading Onsite support and services for Americas which is the biggest market in terms of revenue and cost. This role oversees complex, multi-functional operations at scale, driving alignment across teams to deliver consistent, high-quality customer experiences while influencing overall business performance and strategic direction. Additionally, the position plays a critical role in advancing services-led growth by ensuring operational excellence, supporting contract renewals, and achieving key financial, customer, and operational performance metrics. The 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. The pay range for this role is $200,500.00 - $300,750.00 annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience. Benefits: HP offers a comprehensive benefits package for this position, including: * 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 (US benefits overview) Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% 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"