Director, Monitoring Delivery & Proactive Managed Services Director, Monitoring Delivery & Proactive Managed Services

Description -

The Senior Director of Monitoring Delivery & Proactive Managed Services leads the global delivery and transformation of HP’s Monitoring Services across Managed Device (MDS), Collaboration (MCS), Print (MPS), and the HPonHP ecosystem. This role drives the transition from reactive IT operations to a proactive, predictive, and automated service model using telemetry, analytics, and AI.

With end-to-end accountability for performance, scalability, and innovation, this leader aligns product, operations, and customer expectations to enhance experience, efficiency, and profitability.

Within this role you will be looked upon to build a globally consistent, scalable monitoring capability that anticipates and resolves issues before user impact, enables data-driven service delivery, underpins HP’s Workforce Experience Platform (WXP), and incubates new offerings for commercial scale.

Scope of Responsibility

General Monitoring Service Delivery

Own the delivery of Monitoring with Remediation (MwR) and endpoint monitoring services across all customers and HP internal environments

Operate global Command Centers delivering 24x7 monitoring, incident triage, and proactive remediation

Ensure delivery meets SLA, KPI, and cost targets , with continuous optimization of efficiency and quality

Drive consistency across regions, accounts, and service lines

Monitoring services include:

Device and endpoint health monitoring

Collaboration room and AV ecosystem monitoring

Print fleet monitoring

Event correlation, alerting, and remediation workflows

These capabilities provide visibility into device health, performance, and compliance, enabling proactive support and improved user experience.

Proactive Operations & Automation Strategy

Lead the transition from reactive support to proactive and predictive operations

Define and scale:

Automated remediation workflows

AI-driven anomaly detection

Self-healing capabilities

Integrate monitoring outputs with ITSM, ServiceNow, and automation platforms

The goal is to reduce reactive incident volumes, improve stability, and increase remote resolution rates across services.

HPonHP Program Leadership (Incubation Engine)

Own HP’s internal monitoring services (HPonHP) as a live innovation environment

Pilot new capabilities, tools, and service models before external commercialization

Act as the bridge between:

Product teams

Engineering

Delivery operations

HPonHP is used to test,



validate, and refine new monitoring capabilities that are later scaled to customer offerings.

Center of Excellence ( CoE ) Leadership

Lead the Monitoring Services CoE responsible for:

Service frameworks and standards

Automation and workflow design

Knowledge management and playbooks

Governance and compliance

Drive cross-service alignment across MDS, MCS, and MPS

The CoE ensures standardized, scalable, and continuously improving service delivery by defining operating models, automation frameworks, and governance structures.

Service Development & Portfolio Integration

Partner with Product and Portfolio teams to:

Define new monitoring-based offerings

Integrate monitoring into MDS, MCS, and MPS portfolios

Support deal solutioning and pricing models

Enable modular service design aligned with customer needs

This includes development of:

Monitoring use cases across service lines

Automation templates and reusable assets

Service taxonomy and productization frameworks

Command Center & Delivery Model Evolution

Define and evolve the global delivery model , including:

Command Center operations

Role definitions (Monitoring Engineers, Data Analysts, Production Engineers)

Workforce optimization and location strategy

Ensure efficient scaling for new deals and growing installed base

The delivery model is structured around clear functional domains such as Monitoring,CoE, and Onboarding , with defined roles and responsibilities.

Data, Reporting & Insights

Own the monitoring data strategy, including:

Operational dashboards

Performance reporting

Predictive analytics

Provide insights to :

Improve service performance

Support customer QBRs

Influence product roadmap decisions

Financial & Operational Accountability

Manage cost structures, staffing models, and delivery efficiency

Drive profitability through:

Automation and labor optimization

Increased proactive resolution rates

Scalable delivery frameworks

Key Outcomes / Success Measures

Increased proactive vs reactive resolution ratio

Reduction in incident volumes and MTTR

Improved SLA compliance and customer satisfaction





Higher automation coverage and self-healing rates

Scalable onboarding of new accounts and services

Strong alignment between product, delivery, and customer outcomes

Leadership Expectations

Act as a transformation leader , not just a delivery owner

Drive cross-functional alignment across Product, Engineering, and Operations

Build high-performing global teams with clear accountability

Champion innovation through HPonHP and strategic initiatives

Establish Monitoring as a core differentiator of HP Managed Services

Education & Experience Recommended

Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

Typically has 15+ years of job‑related and/or management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

Impact & Scope Impacts entire business and influences company direction across multiple disciplines or areas of HP.

Complexity Uses input from managers and directors to inform strategy and achieve company goals and objectives.

Disclaimer This 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.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Spain)

Travel -

Not Specified

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 "

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📌 Director, Monitoring Delivery & Proactive Managed Services (Madrid)
🏢 HP
📍 Madrid