Hewlett Packard Enterprise
Managed Services Manager
Sofia
full-time

Managed Services Manager

Sofia full-time

About us

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.

Responsibilities

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

Requirements and necessary skills

Bachelor/master degree or in process of obtaining
Professional experience: Five years in customer support environment, program management or relevant experience
ITIL certification
Fluent in written and verbal English
Superior communication skills (customer and internal HPE) - interact at all levels, across all geographic regions
Program/Project management skills
Customer facing and account management skills
Analytical skills, ability to isolate and solve problems and to create, maintain and follow processes
Be flexible and proactive
Ability to handle multiple tasks at the same time without supervision and ability to prioritize
Time management skills and ability to work with tough deadlines

We offer

Attractive compensation package
Career and Development - worldwide career opportunities, access to a high-tech Engineering Lab
Work That Fits Your Life ­- 24 days annual paid leave, have a free afternoon once a month, 6 months paid parental leave with 100% of your salary, possibility to work from home, transition support through life events
Wellness and Health Programs
Socially Engaged Community - 60 hours/year additional time off for volunteering, plastic free office, participation in socially responsible causes via partnership with 50+ non-government organizations.
Exciting Workplace Experience
Join us and make your mark!

Want to know more about it?

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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.
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