[Hiring] Managed Services Manager @Hewlett Packard Enterprise

Role Description

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

The HPE Managed Services Manager (MSM) is the Customer’s primary point of contact for HPE Managed Service and is responsible for the overall delivery of the Managed Service solution for specific accounts. The MSM acts as the customer’s single IT management focal for all service-related issues, technical escalations, and integration actions.

The MSM is an experienced Program Manager and Escalation Manager who provides advice and guidance regarding the routine delivery of the Customer’s critical IT services and the running of service management processes and technology. If potential risk factors are identified through the delivery of these Services, HPE will provide related recommendations for consideration by the Customer and implementation via the appropriate Change Management process.

Key Responsibilities

• Participate in the onboarding and transition of new hybrid cloud managed services customers.
• Ensure HPE billing and metering systems are set up and operational for aaS customers.
• Creation and maintenance of Customer Account Support Plans.
• Oversee delivery of post-implementation services and coordinate proactive services.
• Coordinate and host regular operational support meetings with customers based on the agreed frequency covering performance, recommendations, updates, and action plans.
• Manage customer escalations in a timely manner. Participate in formal Escalation when required to support escalation especially during P1 issues.
• Validate monthly billing amounts for customer accounts.
• Manage any SLA Claims, in collaboration with HPE and customer teams.
• Monitor capacity and usage in the environment to identify any potential growth/change requests.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues.
• Collaborate with other HPE and partner teams in diagnosing and isolating the cause of complex issues.
• Lead and coordinate Change Management activities/Implementation.

Qualifications

• Industry knowledge and experience of managing and implementing Hybrid Cloud solutions.
• Ability to apply developed subject matter knowledge to solve common and complex business issues.
• Experience building and maintaining strong customer relationships up to senior management level in assigned accounts.
• Knowledge and understanding of ‘as a service’ (aaS) operations.
• Broad technical knowledge on Compute, Storage and Networking, Virtualization, Containers and Bare metal technologies, software and tools.
• ITIL/ITSM knowledge/certification.
• Thorough knowledge of company products and services offerings, company organization, competition, and market trends.
• Ability to communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive, and creative).
• Well versed in technical competencies, communication, analysis, and presentations.
• Intermediate skills in project management.
• Excellent written and verbal communication skills (Mandatory).
• Zeal for going the extra mile to solve customer issues.
• Expert-level skills with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Demonstrated English verbal, written, and typing skills.
• Team player and mentor.
• Proven Account management skills are preferred.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
• Flexible to work in a 24X7 support environment.

Requirements

• Four years of university education in a technical field or equivalent experience.
• A professional degree or equivalent experience and 5+ years of related experience.
• Account management skills are preferred.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.

Benefits

• Health & Wellbeing: Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
• Personal & Professional Development: Specific programs catered to helping you reach any career goals.
• Unconditional Inclusion: A commitment to inclusivity and celebrating individual uniqueness.