Managed Services Manager

Managed Services Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Managed Services Manager (MSM): The key value to the Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure. Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives. Promotes customer satisfaction within the team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise. Builds positive working relationships with all members of the HPE team. Leverages experience and knowledge through information sharing. Responsible for the overall delivery of the Service solution. The MSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and customer integration actions. The MSM serves as the customer's single point of contact for all service issues and actions and is the customer's remote service advocate within HPE.

Effective at establishing overall goals and developing action plans to achieve results, has a keen sense of what, when, and how to communicate information to management and peers about the actions taken and possible solutions. Provides direction and leadership to the support team and peers based upon the organization's vision and strategic direction. Strives to make continuous improvements to key processes and seeks to meet business objectives while contributing to the overall success of the department/organization. Holds people accountable to meet organization goals, meets goals set for the Performance Management Initiative, and motivates and recognizes individuals within the team.

Responsibilities also include resource and business management for the annual plan of record and, in conjunction with Global Solution Centers, Onsite Delivery, and direct line organization, ensuring Customer Satisfaction with support and services delivered by HPE Services.

ITIL and PMP certifications are desired. Acts as Escalation Manager—handles all team escalations and elevations. The MSM is responsible for communicating and coordinating with the Customer during the engineering elevation process. The MSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved. Responsible for all service-related issues, if necessary during outage situations, the MSM will coordinate and manage the Action Plan for HPE activities, service event management, process flows, and administration. Ensures that the support Service is delivered in conformance with the SOW, manages the scope of services, is responsible for service procedures, and coordinates closely with internal HPE organizations (field delivery and engineering organizations). Responsible for and conducts the Quarterly Service Review with the Customer or defined review times. Responsible for statistical analysis and trending in conjunction with proact