Field Delivery Operation Representative

Job Overview

This position involves overseeing comprehensive customer service (CS) supplier operations to guarantee exceptional service delivery and foster ongoing enhancement throughout HP's network of outsourced partners.

Key Responsibilities

• Oversee end-to-end operations and service delivery metrics across several outsourced supplier partners.
• Ensure full compliance of suppliers with Statement of Work (SOW), contractual commitments, and HP's operational standards.
• Initiate and lead continuous improvement efforts targeting supplier productivity, cost-effectiveness, and customer satisfaction.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs), actively detecting risks, service gaps, and implementing corrective measures.
• Collaborate with regional and worldwide teams to align supplier strategy, governance frameworks, and operational execution.
• Coordinate regular operational meetings such as Quarterly Business Reviews (QBR) and Monthly Business Reviews (MBR) with suppliers and internal teams.
• Standardize operational workflows, governance routines, and cross-functional execution models to streamline business processes.
• Drive process enhancements through KPI-based reviews, tracking resolution of issues, and other continuous improvement activities.
• Facilitate business enablement by ensuring service readiness, developing partner capabilities, and planning for scalability.
• Conduct root cause analysis on service performance challenges and apply structured action plans to remediate issues.
• Provide leadership with visibility into supplier performance, potential risks, and growth opportunities through reporting.
• Manage financial components including forecasting, cost management, and initiatives to enhance productivity.

Educational and Experience Requirements

• A bachelor’s degree or equivalent experience in Computer Science, Information Systems, Engineering, or related fields is required.
• Typically requires three to five years of relevant work experience, ideally within service, support, microcomputer industries, or alternatively an advanced degree with minimal experience.

Additional Information

• Preference or additional scoring is provided to individuals who have rendered distinguished service to the state or persons with disabilities, in accordance with applicable laws.
• Applicants will be informed about their rights regarding the return of hiring documents before finalizing employment, including procedures, retention periods, destruction timelines, and related costs, as mandated by Article 11, Paragraph 6 of the Fair Hiring Procedure Act (Korea).