Manage Service Manager

Manage Service Manager This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

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.

Position Overview: The Managed Services Manager is a pivotal role responsible for customer relationship management, ensuring the seamless delivery of services outlined in the Statement of Work (SOW). This role adds substantial value to the customer by acting as an IT management partner, integrating seamlessly into the customer's IT management structure. The manager collaborates with the customer's IT service management team, applying ITIL/ITSM best practices, and ensures that the HPE service delivery team is fully aligned with the customer's critical IT services and business objectives.

Overall Delivery: Responsible for the overall delivery of the Service solution. Serves as the customer's single point of contact for all service-related issues, acting as the customer's advocate within HPE. Goal Setting and Action Plans: Establishes overall goals and develops action plans with achievable results. Service Coordination: Coordinates and manages the Action Plan for service activities, event management, process flows, and administration. Communicates and coordinates activities with the customer during engineering elevations. Communication: Provides regular and timely status updates to the customer related to outages, critical events, support activities, milestones, and decisions supporting their IT environment. Relationship Building: Builds positive working relationships within the HPE team. Acts proactively to prevent and address customer dissatisfaction issues. Secondary Responsibilities: Resource and Business Management: Manages resources and business activities in alignment with the annual plan of record. Collaborates with internal HPE organizations to ensure customer satisfaction with HPE-delivered support and services. Escalation Management: Acts as Escalation Manager for team escalations and elevations. Manages the problem resolution lifecycle until the customer's issue is resolved. Service Compliance: Ensures that the supported service is delivered in conformance with the SOW and managed within the scope of services. Coordinates with internal HPE organizations on service procedures. Service Review: Conducts the Quarterly Service Review with the customer or defined review times. Performs statistical analysis and trending in conjunction with proactive services and Quarterly or Weekly Service Review.

Four years of university education in a technical field or equivalent experience. Graduate degree or equivalent experience with 10+ years related experience. Basic knowledge of technologies such as Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Storage Networks, Microsoft Exchange, or Microsoft Windows. Expert level skills with Microsoft Office applications (Excel, Outlook, etc.). Demonstrated ability to communicate effectively with customers at both technical and management levels. Customer-centric account management focus is required. Program Management and high organizational skills are essential. ITIL and PMP certifications are desired.

This position offers a challenging and dynamic opportunity to