- Location
- Sofia, Sofia, Bulgaria
- Workplace
- Hybrid
- Type
- Full-time
- Seniority
- Manager
- Experience
- 5+ years
- Education
- Bachelor
- Source
- Workday
Description
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 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 varied 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:
The Managed Service Manager is a Day 2 operations support function for Intelligent Operations (IO) customers, typically 8x5 business hours. Works closely with Customer Experience Manager (overall account responsibility) as a coordinated "two in a box" team, focusing on Day 2 delivery.
How you will make your mark:
• Day-2 Delivery focal point, driving customer satisfaction.
• Leadership in small project planning, action tracking, and risk management.
• Create and maintain account support plans, conduct planning/review meetings.
• Oversee SLA/SLO attainment and conduct Day 2 delivery audits.
• Manage customer-facing reviews, reporting, and escalation processes.
• Evaluate and coordinate major incidents (standard hours MSM, off-hours handoff).
• Initiate and manage incident bridge/war rooms.
• Collaborate with Incident, Problem, and Change Management teams.
• Manage Root Cause Analysis (RCA), SLA/SLO alignment, and corrective action tracking.
• Support Statement of Work (SOW) specified activities, action items, and all Day 2 teams.
• Provide input during Bill-Of-Material (BOM) build, solution design, SOW development, and delivery planning.
• Ensure SOW deliverability, audit compliance, and collaborate renewals/closures.
About you:
• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
• 5-7 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.
• Fluent in written and verbal English
• Certification - PMP/Prince2/ITIL Preferred.
• Prior experience in managed services with enterprise clients is a plus
• Knowledge of technology fundamentals and trends is essential.
• Excellent ability to influence across and up – achieving/exceeding expected business outcomes
• Demonstrates strong business, program, and analytical skills - breaks down business challenges into solutions with a clear path forward
Accessibility
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.
Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
ServicesJob Level:
Expert
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.