Global Print Service Desk Process & Operational Excellence Owner

Description -

Role Purpose

The Global Print Service Desk Process & Operational Excellence Owner is accountable for the definition, governance, performance, continual improvement and operational evolution of processes supporting the Global Print Service Desk.

The role owns the end-to-end process lifecycle, ensuring processes are clearly defined, documented, measured, aligned across the service and continuously improved to deliver a stable, efficient and high-quality managed service.

The role acts as the Process Owner and Change Owner, coordinating operational change, process improvement, operational readiness and adoption across global support teams. It also owns the lifecycle and governance of the Global Print Service Desk knowledge environment, ensuring operational knowledge, documentation and supporting materials remain accurate, current, accessible and fit for purpose.

Working collaboratively with technical SMEs, Service Delivery Managers, Delivery Leads, customer stakeholders and third-party suppliers, the role provides process and operational expertise to global, regional and country initiatives and ensures that changes to services, processes, tools and capabilities are successfully transitioned into business-as-usual operations.

The role drives continual service improvement, process engineering, workflow optimisation, standardisation, automation and AI-enabled knowledge management, including the effective use of Microsoft Copilot, to improve service consistency, reduce operational risk, increase efficiency and enhance the customer experience.

Key Responsibilities

1. Process Ownership & Governance

• Define and maintain the overall strategy, requirements, scope and governance for Global Print Service Desk processes.
• Translate business and company strategy into effective, scalable and measurable operational processes.
• Own the end-to-end design, documentation, communication and maintenance of processes.
• Ensure process linkages and dependencies are understood and maintained across the E2E service.
• Maintain process documentation, including Business Process Management (BPM), Operations Guides and supporting process artefacts.
• Establish process governance, controls, standards and compliance requirements.
• Define process adherence and performance indicators and ensure effective monitoring and reporting.
• Provide process expertise to business decisions, projects, service changes and operational initiatives.
• Identify and address process compliance issues and determine when corrective action or process improvement is required.

2. Process Performance & Continual Improvement

• Analyse process performance, customer feedback, service data, audit results and operational trends to identify improvement opportunities.
• Proactively investigate recurring issues and poor process performance, including root-cause analysis of sustained "red" performance.
• Establish and track corrective actions and escalate persistent performance issues where required.
• Lead and contribute to cross-functional continual improvement initiatives.
• Identify opportunities for process standardisation, simplification, automation and digitisation.
• Drive process engineering and workflow optimisation to eliminate waste and improve operational efficiency.
• Measure and report improvement outcomes and demonstrate the value delivered.
• Identify and share best practices and lessons learned across suppliers, regions and geographies.

3. Change Ownership & Operational Change Management

• Act as Change Owner for changes affecting Global Print Service Desk processes, operational procedures and supporting capabilities.
• Coordinate operational activities required to implement approved service changes, process improvements and new capabilities.
• Ensure operational readiness requirements are defined and completed before changes enter production.
• Coordinate implementation planning, stakeholder communication, training, documentation and adoption activities.
• Track change actions through to completion and ensure appropriate ownership and escalation.
• Assess the operational impact of proposed changes and provide process expertise into change decisions.
• Represent the service in relevant Change Boards, global platforms, programmes, tool deployments and transformation initiatives.
• Ensure changes to process artefacts, documentation, training and knowledge are controlled and maintained.
• Capture lessons learned following implementation and feed these into continual improvement.

4. Operational Readiness & Service Transition

• Support the introduction of new services, technologies, tools and operational processes into the Global Print Service Desk.
• Coordinate operational readiness activities across technical, delivery and support teams.
• Define and validate operational acceptance criteria prior to transition into business-as-usual support.
• Ensure appropriate process documentation, knowledge articles, training and support materials are available before implementation.
• Identify operational risks, dependencies and readiness gaps and drive appropriate resolution.
• Support Business Continuity Planning and other operational resilience activities where required.

5. Knowledge Management

• Own the lifecycle and governance of the Global Print Service Desk knowledge base.
• Ensure knowledge articles remain accurate, current, relevant and aligned to approved operational processes.
• Establish and maintain knowledge governance standards, templates, review cycles and quality controls.
• Coordinate regular knowledge reviews with technical and operational SMEs.
• Identify documentation and knowledge gaps and drive the creation or enhancement of content.
• Promote knowledge sharing, reuse and consistency across global support teams.
• Reduce dependency on individual SMEs by ensuring critical operational knowledge is captured and accessible.
• Ensure knowledge management is integrated with process governance, change management and continual improvement.

6. AI & Digital Knowledge Enablement

• Drive the continual improvement of AI-enabled knowledge capabilities supporting the Global Print Service Desk.
• Support the effective adoption and use of Microsoft Copilot and related AI-enabled capabilities.
• Structure and maintain knowledge so that it can be effectively consumed by AI-enabled tools.
• Identify opportunities to improve AI-generated responses through enhanced process documentation and knowledge quality.
• Establish appropriate governance and quality controls for AI-enabled knowledge resources.
• Identify opportunities to use automation, workflow tools, Power Automate, RPA and other digital capabilities to improve process efficiency.

7. Operational Support & Service Expertise

• Act as the focal point for process, operational change and knowledge-related questions, issues and information.
• Provide expert guidance to technical teams, Service Delivery Managers, Delivery Leads and customer stakeholders.
• Ensure operational processes provide sufficient detail and data to support effective issue investigation and root-cause analysis.
• Support problem management through process analysis, improved documentation and knowledge enhancement.
• Identify and deploy best practices and lessons learned across suppliers and global delivery organisations.
• Promote consistent operational practices across the service.

8. Governance, Reporting & Stakeholder Engagement

• Establish and maintain governance documentation, process repositories, trackers and action logs.
• Produce regular reporting covering process performance, compliance, customer satisfaction, knowledge quality, operational readiness, change and continual improvement.
• Monitor process and documentation compliance and drive appropriate corrective action.
• Track KPIs, audit findings, action plans and improvement outcomes.
• Support customer governance meetings through relevant operational reporting and insight.
• Facilitate collaboration across regional and global delivery teams.
• Build effective relationships with technical SMEs, Service Delivery Managers, Delivery Leads, customer stakeholders and third-party suppliers.
• Represent the Global Print Service Desk in country, regional and global initiatives and provide subject matter expertise to cross-functional programmes.

Key Deliverables & Accountabilities

The role is accountable for:

• End-to-end process ownership for defined Global Print Service Desk processes.
• Process strategy, design, governance, documentation and lifecycle management.
• Process compliance, adherence and performance measurement.
• Process KPI, customer satisfaction and audit-result monitoring.
• Root-cause analysis and corrective action for sustained process underperformance.
• Continual service improvement and measurable improvement outcomes.
• Operational change ownership and successful change adoption.
• Operational readiness and transition into business-as-usual support.
• Global Print Service Desk knowledge lifecycle and governance.
• Quality, accuracy and accessibility of operational knowledge.
• AI-enabled knowledge effectiveness and Microsoft Copilot enablement.
• Process engineering, workflow optimisation and identification of automation opportunities.
• Cross-functional representation and SME support for global, regional and country initiatives.
• Consistent operational practices across suppliers and geographies.
• Effective governance, reporting and stakeholder communication.

Key Performance Indicators

Performance will be measured through a combination of:

• Process KPI performance and adherence.
• Customer satisfaction / sNPS.
• Audit results and closure of associated actions.
• Reduction in recurring process-related issues.
• Reduction in knowledge gaps and documentation defects.
• Knowledge quality and review compliance.
• Operational readiness completion against agreed timelines.
• Successful implementation and adoption of operational changes.
• Number and impact of continual improvement initiatives delivered.
• Demonstrable efficiency gains through standardisation, workflow optimisation and automation.
• Reduction in repeat incidents attributable to process or knowledge deficiencies.
• Adoption and effectiveness of AI-enabled knowledge resources.
• Stakeholder and customer satisfaction.

Education & Professional Experience

Essential

• Bachelor's degree or equivalent experience in business, engineering, mathematics, statistics, operations, information technology or a related discipline.
• Demonstrated experience in process management, operational excellence, IT Service Management or managed services.
• Experience operating in a global, cross-functional or virtual-team environment.
• Experience coordinating complex operational change and improvement activities.
• Experience in process governance, documentation, performance management and continual improvement.
• Strong understanding of ITIL practices, particularly Change Enablement, Knowledge Management, Continual Improvement and Service Management.
• Strong analytical and problem-solving capability, with experience using data and insight to drive decisions and actions.
• Excellent written, verbal and stakeholder communication skills.

Desirable

• ITIL Foundation or higher certification.
• Lean Six Sigma Green Belt or equivalent process improvement qualification.
• Experience with ServiceNow or comparable ITSM platforms.
• Experience with Microsoft 365, SharePoint and collaboration platforms.
• Experience with Business Process Management tools, including Microsoft Visio.
• Experience with workflow automation, Power Automate, RPA or similar technologies.
• Experience with AI-enabled knowledge management and Microsoft Copilot.
• Experience supporting enterprise customers in a managed services environment.

Personal Skills & Qualities

• Strong customer-centric mindset.
• Demonstrated ownership and accountability.
• Excellent influencing, communication and relationship-building skills.
• Strong understanding of change management and the impact of change on people, processes and technology.
• Strong analytical thinking and ability to translate data into actionable insight.
• Structured approach to problem solving and decision making.
• Strong project and stakeholder management capability.
• Ability to operate effectively across organisational, geographical and functional boundaries.
• Self-motivated, structured, proactive and able to work autonomously.
• Curious, innovative and willing to challenge existing processes constructively.
• Strong leadership and facilitation skills without necessarily requiring direct people management responsibility.
• Comfortable managing competing priorities in a fast-paced operational environment.
• Collaborative team player with a continuous improvement and growth mindset.

Technical Skills

• Process management and Business Process Management.
• IT Service Management / ITIL.
• Change and operational readiness management.
• Knowledge management and technical documentation.
• Data analysis and reporting.
• Advanced Microsoft Excel capability.
• Microsoft Visio / process mapping.
• Microsoft 365 and SharePoint.
• ServiceNow or equivalent ITSM tooling.
• Workflow automation, Power Automate and/or RPA.
• AI-enabled knowledge management and Microsoft Copilot.
• Experience working with large, structured datasets and combining quantitative analysis with operational/process expertise.

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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"