Description -

Principal Business Management Lead, Personal Systems Services (EMEA)

About the Organization

At HP Customer Support Organization , CSO,  we transform support and services into a competitive advantage through differentiated customer experiences, operational excellence, and profitable growth.

The Personal Systems (PS) Business Management team oversees support strategy, financial performance, and business governance for a global portfolio exceeding $600M across Commercial, Consumer, Hybrid Systems, and emerging business segments. The team acts as the business management engine of Customer Services, driving growth, transformation, and disciplined P&L management while enabling strategic decision-making across the organization.

As support and services continue to evolve, we are seeking a Principal Business Management Lead for EMEA Markets to drive financial performance, business transformation, and strategic business outcomes across the region.

The Opportunity

As Principal Business Management Lead, you will be the business owner for the financial performance of the Personal Systems Warranty and Consumer Services portfolio across EMEA, managing a service spend exceeding $200M annually.

You will partner with business, operations, and finance leaders to improve profitability, drive transformation, and ensure delivery of financial commitments while balancing customer experience, operational excellence, cost efficiency, and sustainability objectives.

In addition to EMEA responsibilities, you will contribute to selected worldwide financial processes and provide business leadership for complex strategic segments requiring advanced financial analysis and executive decision support.

Key Responsibilities

Lead Business and Financial Performance

• Own financial governance and performance of the EMEA PS Warranty and Consumer Services portfolio.

• Deliver forecast accuracy and achieve budget commitments through rigorous planning, forecasting, and business reviews.

• Identify risks and opportunities and drive corrective actions to optimize performance and predictability.

• Support and lead selected worldwide financial management processes, including annual operating plans, budget cycles, forecasts, and executive financial reviews.

• Act as the business management lead for selected complex and strategically critical segments, providing deep financial analysis, business insights, and decision support to worldwide leadership teams.

Drive Operational Excellence and Profitability

• Partner with Customer Care, Supply Chain, Field, Channel, and Quality teams to improve support economics and operational performance.

• Monitor operational drivers, customer experience metrics, and financial results to identify optimization opportunities.

• Support Consumer Services business leaders on profitability, pricing strategies, and cost competitiveness of service offerings.

Lead Transformation and Business Improvement

• Drive cost optimization, productivity improvement, and performance enhancement initiatives across EMEA.

• Lead cross-functional business transformation programs at market, regional, and worldwide levels.

• Evaluate business cases, investments, and strategic opportunities to support growth and profitability.

• Leverage advanced analytics, predictive modeling, and AI-enabled insights to improve forecasting accuracy, business performance, and decision-making.

Influence Strategic Decisions

• Act as a trusted advisor to senior leadership by providing fact-based business recommendations and strategic insights.

• Drive trade-off decisions across cost, customer experience, operational performance, and sustainability objectives.

• Shape business strategies through data-driven recommendations, scenario modeling, and executive-level storytelling.

Key Stakeholders

• Customer Support Delivery Organizations (Customer Care, Supply Chain, Field & Channel)

• Customer Support Finance

• Quality & Reliability Teams

• Transformation Program Leaders

• Digital Support & Customer Experience Teams

• HP Markets and Business Units

• Global Personal Systems Category and Services Leadership Teams

Desired Experience

• 10+ years of experience in business management, finance, operations, customer support, or related leadership roles.

• Proven track record managing large budgets, business performance, and cross-functional initiatives in complex global organizations.

• Strong expertise in financial management, budgeting, forecasting, cost optimization, and P&L management.

• Experience leading executive financial reviews and participating in annual operating plan and forecast processes.

• Demonstrated ability to manage complex business segments and translate operational performance into business and financial outcomes.

• Experience driving business transformation in matrixed, multicultural environments.

• Strong understanding of customer support, services, warranty operations, or customer experience ecosystems is highly desirable.

• Practical experience leveraging data analytics, AI technologies, predictive modeling, business intelligence, and decision-support tools to improve business performance, forecasting, and operational efficiency.

What Sets You Apart

• Strong business, financial, and commercial acumen.

• Strategic thinker with the ability to connect operational execution to long-term business outcomes.

• Advanced analytical and problem-solving capabilities, including financial modeling and scenario analysis.

• Passion for leveraging AI, data science, and modern analytics to solve complex business challenges and improve decision quality.

• Ability to influence and align stakeholders at all levels, including senior executives.

• Exceptional communication, executive presentation, and storytelling skills.

• Strong networking and collaboration capabilities across functions, cultures, and geographies.

• Ownership mindset with the ability to independently lead highly visible and ambiguous initiatives.

Why This Role Matters

This role sits at the intersection of business performance, customer experience, and transformation. You will directly influence decisions impacting hundreds of millions of dollars in service spending, help shape worldwide financial strategies, and drive the evolution of HP's Personal Systems Support & Services business across EMEA and beyond.

Sales&Services

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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"