# Customer Field Services Category Manager **Company**: HP, Inc. **Experience**: senior **Job type**: full-time **Category**: Logistics & Supply Chain **Industry**: Technology **Apply**: https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Bengaluru-Karnataka-India/Customer-Field-Services-Category-Manager_3168329-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_a15ccf5e-2f2 ## Description This role is responsible for developing and executing category and sourcing strategies for Customer Field Services, including install, move, add, change, and decommission (IMACD) services, on-site customer support, break-fix repair, and related field-service capabilities. The Category Manager partners with business, operations, finance, legal, and regional stakeholders to translate service requirements into sourcing plans, supplier strategies, competitive commercial models, and executable contracts. **Responsibilities** - Develops and executes regional or global category strategies for Customer Field Services, including IMACD, on-site customer support, break-fix services, deskside support, dispatch services, and associated parts or logistics requirements. - Maintains knowledge of field-service market trends, supplier capabilities, labor models, geographic coverage, emerging technologies, cost drivers, and applicable regulatory or workforce considerations. - Partners with operations and business stakeholders to understand service requirements, demand forecasts, geographic coverage, service-level expectations, customer commitments, and planned business changes. - Proactively manages stakeholder expectations by establishing clear objectives, timelines, decision points, dependencies, escalation paths, and communication routines. - Participates in annual and quarterly planning, demand and capacity reviews, business reviews, project meetings, sourcing councils, and recurring stakeholder governance forums. - Develops category plans, sourcing strategies, supplier segmentation models, competitive bid events, business cases, and supplier recommendations supported by market, operational, and financial analysis. - Leads or supports requests for information, requests for proposal, supplier evaluations, negotiations, contracting, renewals, and supplier transitions. - Evaluates commercial models such as fixed fee, per-dispatch, per-device, per-site, time-and-materials, dedicated staffing, and outcome- or performance-based arrangements. - Negotiates pricing, service levels, performance measures, governance requirements, transition obligations, risk protections, and continuous-improvement commitments. - Monitors supplier performance against contractual commitments, service-level agreements, key performance indicators, financial targets, customer-experience measures, and corrective-action plans. - Identifies and mitigates risks related to service continuity, supplier dependency, geographic coverage, workforce availability, subcontracting, information security, compliance, transition readiness, and business continuity. - Works with internal partners and suppliers to resolve performance issues, manage escalations, implement recovery plans, and maintain uninterrupted customer support. - Develops productive supplier relationships while maintaining appropriate commercial discipline, accountability, and adherence to procurement policies. - Identifies savings, cost avoidance, demand-management, standardization, automation, and productivity opportunities without compromising service quality or customer outcomes. - Supports implementation and transition activities following sourcing decisions, including stakeholder communications, supplier onboarding, knowledge transfer, readiness reviews, and stabilization governance. - Maintains category documentation, market intelligence, sourcing records, contract data, performance reporting, and a forward-looking pipeline of sourcing and renewal activities. - Uses procurement, contract-lifecycle, sourcing, and reporting systems to maintain accurate data, support sourcing events and approvals, monitor obligations and milestones, and produce actionable category and supplier insights. **Education & Experience Recommended** - Four-year or graduate degree in Supply Chain Management, Business Administration, Finance, Operations, Information Technology, or a related discipline, or commensurate work experience and demonstrated competence. - Typically, 4–7 years of experience in category management, strategic sourcing, procurement, supplier management, IT services, field-service operations, or a related discipline. **Preferred Certifications** - Professional procurement, supply chain, project management, or IT service management certification is preferred but not required. **Knowledge & Skills** - Category management and strategic sourcing - Customer Field Services and IT support delivery models - IMACD, on-site support, deskside support, dispatch, and break-fix service operations - Supplier selection, competitive bidding, and commercial evaluation - Contract negotiation and service-level agreement development - Supplier performance and governance management - Stakeholder engagement and expectation management - Financial analysis, should-cost modeling, and total cost of ownership - Demand, capacity, and sourcing pipeline planning - Risk assessment, business continuity, and supplier transition management - Executive communication, facilitation, and presentation skills - Ability to work effectively across business, technical, legal, finance, operations, and procurement organizations - Familiarity with or prior use of procurement, strategic sourcing, and contract-lifecycle management platforms such as SAP Ariba, Icertis, Jaggaer, or comparable enterprise systems - Significant experience and expertise in Microsoft Excel, including advanced formulas, pivot tables, data validation, large-data-set analysis, financial modeling, and dashboard development - Strong proficiency in Microsoft PowerPoint, including development of concise executive presentations, sourcing recommendations, business cases, and supplier-performance reviews - Proficiency with data collection, visualization, reporting, and collaboration tools used to consolidate information, track performance, identify trends, and communicate actionable insights - Ability to maintain data quality, reconcile information across systems, and translate market, financial, operational, and supplier data into clear recommendations ## Skills ### Required - Category management - Strategic sourcing - Supplier selection - Contract negotiation - Service-level agreement development - Supplier performance management - Stakeholder engagement - Financial analysis - Microsoft Excel - Microsoft PowerPoint ### Nice to have - Professional procurement - Supply chain - Project management - IT service management - SAP Ariba - Icertis - Jaggaer --- Source: [Apply at hp.wd5.myworkdayjobs.com](https://hp.wd5.myworkdayjobs.com/en-US/ExternalCareerSite/job/Bengaluru-Karnataka-India/Customer-Field-Services-Category-Manager_3168329-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)