Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world. One of our core principles is belief in the power of people. Recognizing that our people are HPE’s biggest competitive advantage allows us to focus on ensuring that we keep the employee at the center of everything we do - and we trust our Human Resources (HR) division to look after our biggest asset. This includes everything from recruiting activities, administration, compensation, performance management, employee development, as well as the allocation of our industry leading work-life-balance and training programs.
The Managed Services Manager (MSM) is responsible for the
coordination of activities with the Assigned Account Team (AAT) and
within the GMS service delivery and owns the GMS customer
relationship. The MSM is an experienced Program Manager
and Escalation Manager. The MSM is responsible for the
overall delivery of the GMS solution for specific account 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 GMS customer’s single
point of contact for all AAT service issues and actions and is the
remote service advocate within HPE.
How you'll make your mark:
Partner with customers to utilize industry best practices to ensure
that all other members of the HPE service delivery team are fully
knowledgeable about their critical IT services and business
objectives.
Coordinate activities with the Assigned Account Team (AAT) and
within the GMS service delivery and own the GMS customer
relationship.
Be a single point of contact for customer related escalations.
Responsible for developing, updating, and distributing the Outage
Communications and Action Plans.
Manage internal project delivery and provides reliable financial
forecasts to Management.
Manage internal as well as external resources.
Provides performance feedback on project team members.
Be a management partner and extension of customer’s IT management
structure.
Contribute to technical knowledge transfer during onboarding of new
customers.
Make sure that customer solutions are migrated timely from their
current environment onto HPE standards tools and ITIL
processes.
Identify and contribute to projects to improve product support,
customer satisfaction and team efficiency.
Participate/Drive ITIL based change management, Problem management,
incident management.
Participate in all kind of internal quality, process and practice
improvement projects and activities.
Support the internal tooling solution.
Key deliverables/accountabilities:
Customer satisfaction of managed accounts
Personal Targets are achieved
GMS information security and data management system is compliant
with the industry standards
