Managed Services-engagement Lead jobs at Hp in United States, Seattle

OSA Level III

•Manage consumable inventory

•Replace toner/consumables/paper

•Ensure adequate consumables are available at customer sites

•Clear paper jams

•Assist end user with device functionality

•Coordinated with HP with SW branded support

•Report customer dissatisfaction to CSM/SDM

•Assist with the collection of usage pages per devices as needed

•Swap out devices with spares as needed

•Perform initial trouble shooting

•Perform maintenance on devices as directed by ADM

•Web based SW to manage fleet - proactive monitoring

•Track usage/activities @ Customer sites

•Manage utilization of onsite spare device inventory

•Coordinate with 3rd party suppliers to obtain status on 3rd party equipment

•Manage and oversee current service agreements that exist with other suppliers

•Coordinate with other suppliers to implement new service standards/service levels expectations, and include monthly device volume/cost data in one central

•Apply knowledge of NT/Unix/MS platforms to resolve issues with the Fleet

•Manage the Discovery data collection and provide results to HP transition team

• Monitors systems to detect performance issues and resolves technical problems on assigned hardware and software platforms/applications using established protocols.
• Identifies incident trends for the purpose of escalating incidents, adhering to strict timeframes, and following established protocols.
• Conducts routine installations and configurations and proficiently assembles and integrates system/products, all in accordance with standard protocols.
• Responds to common service, product, technical, and customer-relations inquiries, addressing problems promptly and appropriately, thereby ensuring a high level of customer satisfaction.
• Executes approved and documented scripted change management activities, adhering rigorously to incident, change, and problem management processes to maintain service quality and compliance.
• Maintains daily production goals and consistently exceeds contract-required response times, ensuring high-quality service delivery.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably in maintenance, quality, or a related field.• Agile Methodology
• Amazon Web Services
• Auditing
• Automation
• Business Process
• Business Requirements
• Change Management
• Computer Science
• Data Analysis
• DevOps
• Finance
• Information Systems
• Information Technology Infrastructure Library
• IT Service Management
• Linux
• Microsoft Azure
• Project Management
• SAP Applications
• Scrum (Software Development)
• Technical Support
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.
• Works on assignments that are moderately complex in nature and require intermediate problem resolution.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

  • 4-12 weeks fully paid parental leave based on tenure

  • 13 paid holidays

  • 15 days paid time off ( )

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Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

Responsibilities

• Takes ownership of Managed Device Services (MDS) & Managed Collaboration Services (MCS) opportunity qualification, sales strategy, leading pursuit teams and negotiation efforts.

• Collaborates with senior account team to contribute to business planning activities and development of pursuit strategies.

• Holds accountability for the entire pursuit team, covering project planning, assessment, solution, pricing, and business decisions.

• Leads contract negotiations and facilitates cross-functional discussions to drive successful outcomes.

• Defines and presents the business case and value proposition in alignment with the customer’s needs and the organization’s capabilities.

• Demonstrates expertise in understanding acceptable decisions, pricing calculations, and delivery capabilities.

• Understands financial models, ROI calculations, and profit implications for different solution approaches

• Monitors and analyzes competitor activities and adjusts strategies to maintain a competitive edge.

• Communicates with both internal and external stakeholders, leading sales presentations, and driving the sales process.

• Interacts with internal and external teams to create proposals and respond to requests for proposals (RFPs).

• Applies program/project management methods and processes to define, plan, track, and escalate to ensure successful pursuits

• Ensures that services scope, pricing and terms / conditions set forth in contractual documents align with approved financials

Impact and Scope

• Carries total contract value targets of $30M+

• Opportunities can be complex and/or global in scope and can range from $500K to $100M+ in contract value

Education and Experience:

• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 7-10 years of work experience, preferably in sales, business development, or a related field.

• Experience in complex deal pursuits and engagement

• Complex problem-solving skills

• Strong communication, and project management skills

• Ability to manage cross-functional teams

• Solid understanding of financial principles

• Experience working with and negotiating contracts

• Demonstrated broad knowledge of corporate policies, products, markets and processes, and an understanding of business management principles and practices

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave ( )

-

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.