Service Delivery Manager

Service Delivery Manager

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

   

Job Family Definition:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. 

Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you will do:

The candidate will be responsible for managing a team of Technical Engineers delivering remote support to Compute/Storage for Global Clients. Listed below are few of the job responsibilities of the SDM:

• Manage a team of engineers supporting core Compute/Storage products 24x7

• Manage individuals & teams performance reviews, coaching & leadership in developments for future ready workforce.

• Demonstrate a high level of customer focus & engage with the Regional customer experience manager for delivery issues

• Responsible for e2e management and working across various functions

• Work with Regional Geo leaders and identify systematic transformational opportunities and align initiatives for customer outcomes.

• Close collaboration with L2 functions and enable quick resolution

• Escalation Management - Work closely with the Account Services and other cross functional teams to drive timely resolution of customer issues. .

• Collaborate closely with other PGU managers to ensure the support on the complex solutions for customers is flawless

• Capability and capacity management within the team

• Drive collaboration within the team and manage team dynamics

• Participate actively in PORs at both the tower and center level

• Work closely with the Capability/Training team on new Product launches & technical capability enhancement for the team

What you need to bring:

• Minimum 4 - 6 years of experience in IT services/ Customer Support out of which at least one year has to be in the Technology Support as a SME / Lead / L2  

• Experience in managing a highly technical team in a support center and workforce of the future

• Demonstrates ethical Behavior & Culture

• Should have worked in complex support environment and handled critical customer escalations

• Good technical knowledge and domain expertise on storage/compute products

• Knowledge on emerging technologies

• Good understanding of Enterprise priorities, HPE Products and portfolio

• Excellent interpersonal, planning and organizational skills

• Good analytical skills

• Good articulation of Ideas and effective Communication.

• Digital Technology Savy and inclination for self-learning.

• Engineering or IT degree.

• Technology certifications

Note: 4 days - Work from office

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.

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.

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Job:

Services

Job Level:

Manager_1

    

    

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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