Managed Services Manager:

This role has been designed as ‘Hybrid’ with an expectation 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:

Managed Services Manager (MSM) is a role, where the individual is expected to have both project management skills and customer handling skills along with fair knowledge of technology.

An MSM is of key value to the Customer who acts as a management partner, an integral part and extension of the Customer's IT management structure. MSM 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 HP service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives.

MSM is responsible for customer relationship management and for the overall delivery of the Managed Service solution. 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 Networking .

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 to reach possible solutions. Provides direction and leadership to the Global Managed Services (GMS) support teams based upon organization vision and strategic direction. Strives to make continuous improvements to key processes, 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 Performance Management Initiative, motivates and recognizes individuals within team.

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.

How you will make your mark:

• HPE Networking will assign a named Managed Services Manager (MSM) to coordinate with the Assigned Account Team (AAT), the Network Operations Center (NOC) customer relationship and service delivery for NOC Solutions. The MSM is an experienced Program Manager and Escalation Manager. The MSM is responsible for the overall delivery of the NOC solution and acts as the customer’s single IT management focal for all service-related issues, technical escalations, and integration actions. The MSM serves as the NOC customer’s single point of contact for all AAT service issues and actions and is the remote service advocate within HPE Networking .

• The MSM’s value to each NOC customer is as an HPE Networking Services partner, an integral part and extension of their IT management structure.

• Responsible for seamless onboarding of accounts into NOC operations by working with the transition manager to ensure operations readiness

• Act as the customer’s advisor, not only resolving issues, but guiding the digital transformation journey by helping the customers visualize longer-term strategic initiatives. Ensure highest level of customer satisfaction is achieved by providing data-driven insights about quality-of service delivery, IT assets & resources.

• Be the primary point of contact for all NOC relationship management and escalation needs, business or technical.

• Manage the account end-to end by collaborating with cross-functional teams and spearhead internal/external Communication.

• The MSM role is available twenty-four (24) hours a day, seven (7) days a week, and manages escalations. HPE Networking will maintain primary escalation points of contact. This provides for a seamless transition of management of escalation support for each NOC customer.

• The MSM can escalate calls from the AAT to an extended level of support, which may involve additional technical resources, Product Engineering, the account management team, and/or senior management. The MSM will follow HPE Networking's guidelines for escalation; however, the MSM may choose to engage other resources sooner, if necessary, for problem resolution. The MSM is responsible for developing, updating, and distributing the Outage Communications and Action Plans and Root Cause Analysis (RCA).

• The MSM is also responsible for changes to the GMS Service scope or deliverables (e.g., change in service levels or add or remove deliverables, products, version or configuration of the product, the volume of product(s), or site that affects this GMS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.

• The MSM may engage in Product engineering when:

A customer’s technical problem has exhausted the capability of the NOC technical team to provide a resolution, including, but not limited to, problem recreation.

• A design problem is apparent or highly suspected or design-level expertise would be needed to determine the exact nature of the problem.

• The MSM is responsible for communicating and coordinating with customers during the engineering escalation 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. The engineering escalation continues through the problem resolution process and ends when the customer’s situation is resolved.

About you:

• 5+ years of experience managing, complex and transformative IT programs and projects such as implementation and migration of networking solutions, software development, datacenter migrations, or cloud computing strategies

• Demonstrated English verbal, written, and typing skills.

• Certification

• PMP/Prince2/ITIL Preferred

• Prior experience in managed Services with enterprise clients 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

• Leadership: Forming and leading teams to successful outcomes by eliminating barriers and delivering results.

• Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking and performance.

• Accountability: Own and drive results with a sense of urgency.

• Personal Development: Manage your career portfolio.

• Innovation: Demonstrated passion and excellence by contributing to growth, cost savings, and simplification.

• Consultative Drive: Recognized as a trusted advisor and leading expert.

• Team Approach and Collaboration: Leverage strengths across the team to achieve optimal & expedited results.

• Ability to understand risk and develop mitigation plans

• Agile approach in personal work style, with the ability to be flexible and adept in dealing with and resolving ambiguity

• Track record of building successful relationships, internally and externally

• Excellent verbal, presentation, and written communication skills including creating usable documentation and tools

#Li-Hybrid

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 (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements, Project and Program Management (Inactive), 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.

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.

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Job:

Services

Job Level:

Expert

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Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

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