Markets Service Line Manager
Description -
Role Overview
The Service Line Manager (SLM) is accountable to deliver the best-in-class end-to-end operational performance across all scorecard KPIs, with the objective of maximizing customer satisfaction and service delivery excellence.
In this role, SLM leads a virtual cross-functional team within Customer Support to drive continuous performance improvement, ensure operational consistency, and translate performance insights into actionable outcomes at country level.

Core Responsibilities
Operational Performance Management
- Monitor and manage Markets delivery performance for the Commercial segment (Personal Systems and Print), ensuring alignment with defined KPIs and business targets.
- Track performance on a weekly and monthly basis, analyze deviation drivers, and provide clear executive summaries to management.
- Ensure robust governance of open case management to mitigate customer impact and avoid financial exposure.

Performance Improvement & Execution




- Drive cross-functional operational excellence plans on a weekly and monthly cadence to close gaps and achieve targets.
- Translate performance insights into concrete action plans, ensuring effective execution and measurable outcomes.
- Benchmark performance across countries, clusters, and markets, leveraging best practices to accelerate improvement.
- Foster a culture of continuous improvement, data-driven decision-making, and operational excellence.

Scorecard, Metrics & Governance
- Lead cross-country collaboration through SLM forums to drive problem management and share best practices across EMEA.
- Conduct deep-dive analyses to identify root causes of performance gaps and ensure corrective actions are implemented across all relevant countries and/or functions.
- Understand customer satisfaction drivers and lead initiatives to address recurring issues and improve customer loyalty.
- Ensure consistency and standardization of KPIs, targets, and scorecards across co

📌 Markets Service Line Manager (Barcelona)
🏢 HP
📍 Barcelona