Job Description

Our organization:

• HP is accelerating on Services to create new outcome-based solutions and subscriptions for our customers such as HP Instant Ink, Devices-As-A-Service (DaaS), HP Proactive Insights...
• Our organization (Customer Support / CS) delivers these services.
• Our team (Services Delivery Capability team) regroups about 30 experienced project managers across the globe, specialized in how we design and deliver new services. We are basically the “R&D of services” for HP.
• Our diverse and passionate team of Service designers craft services based on deep and empathetic understanding of customer needs… and the capacity to expand HP operational capabilities.

Job specifics/responsibilities:

• The Service Designer (known as well as Delivery Capability Mgr) is responsible for a portfolio of new or existing services and specifically HOW they should be delivered : process, IT tools, suppliers... She/he leads the development of service concepts, blueprints, customer journeys and other service design artefacts.
• As such, she/he frequently contributes to the development of new ideas and methods.
• This job opportunity is a replacement of team member growing to a new role. The first 2 projects will be to coordinate team efforts on 2 key transversal foundations :
  • knowledge management on new services (how we document and publish how to deliver these services, and train the large HP community on it)
  • design and publishing of Key Performance Indicators (KPI) on new services (how we measure performance of the new services to rapidly learn/adjust)

Education (degree) and professional experience required:

• Engineering or Master degree
• at least 3 years of project mgt experience in complex international IT environment. PMP certification welcomed.
• Experience in IT workplace services : fleet and device management, hardware maintenance, service desk related processes.
• Service design and service management
  • Relevant experience in service design or related role such as user experience design or design research
  • Passionate about service design creating human-centred services.
  • Knowledge of existing and emerging service design tools and methods.
  • ITIL certified – strong knowledge of ITIL service design & service transition management

Personal skills and qualities:

• Achievement drive, optimism and growth mindset
• Excellent presentation and communication skills, including toward executive levels (2 or 3 level above)
• Strategic thinking
• Building relationships, capacity to influence across organizations, identify and resolve conflicts.
• Experience in running online and offline workshops, in leading cross-functional teams with a vision on how to design robust processes

What's in it for you ?

• HP is a fantastic company which combines a great culture centered on people and innovation... a long lasting and concrete focus on sustainability... and attractive benefits adjusted to a changing business environment Discover for yourself why HP is recurrently awarded one (or The one) best employer and most sustainable company !
• This team is a the core of 2 out of 6 HP strategic growth initiatives, an environment which naturally foster great learning and growth opportunities !

About HP



You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.
So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.


HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.


Our history: HP’s commitment to diversity, equity and inclusion – it's just who we are.
From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!