Managed Services Manager - Hewlett Packard Enterprise Company

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 proactive services and Quarterly or Weekly Service Review.

Qualifications:

• A professional degree or equivalent experience and 5+ years of related experience.
• Strong knowledge of one or more technologies: Networking, Synergy, LINUX, Storage, Networks, Microsoft Exchange, or Microsoft Windows.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
• Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors.
• Exercise significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
• Leads and/or provides expertise to project teams and may participate in cross-functional initiatives.
• Provides direction and guidance for process improvements and establishing policies. Frequently represents the organization to external customers/clients.
• Account management skills are preferred
• ITIL/ITSM certification desired.
• Professional degree or certification combined with related experience required.
• Applies advanced subject matter knowledge to complex business issues. Frequently contributes to the development of new ideas and methods.
• Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors. Exercise significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
• Leads and/or provides expertise to project teams and may participate in cross-functional initiatives.
• Provides direction and guidance for process improvements and establishing policies. Frequently represents the organization to external customers/clients.
• Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level
• Team player and mentor

General Description: Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well as handle multiple types of customer problems. Can translate customer requirements and issues into action plans. An MSM is regarded as an advisor to the customer and is able to work in a crisis situation. Mentors team members. Demonstrates knowledge of corporate organization and policies. Demonstrates business and program functional knowledge at the expert level. Demonstrates administrative or operations knowledge. Demonstrate skills in project management, analysis, communication, scheduling, controlling, and presentation. Demonstrates broad knowledge of corporate policies, products, markets, and processes, as well as an understanding of business management principles and practices. Demonstrates skills in management, planning, problem solving, innovation, analysis, communication, and negotiation.

Join us and make your mark!

We offer:
• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?
Then let's stay connected!
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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Accommodation of special needs for qualified candidates may be considered within the framework of the HPE Accommodation Policy.

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity, Process Improvements, Project and Program Management, Project Management Office (PMO), Project Management Tools {+ 5 more}

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#unitedstates

Job:
Services
Job Level:
Expert

States with Pay Range Requirement

The expected salary/wage range for a U.S. -based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html .

USD Annual Salary: $86,000.00 - $198,000.00

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse 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 F/M/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. .