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HP Managed Services Senior Manager United States, Idaho, Boise 545343866
Description -
The leader in this position will manage a team of Service Delivery Managers located in the AMS region but with a global scope of responsibility for their owned GT1 accounts, responsible for managing Managed Services and Priority Services accounts from a solution E2E delivery performance standpoint:
- E2E Service Delivery Operations to contractual SLA
- Customer Escalation Management
- Account fleet and operation optimization
- Account Delivery Relationship Management
- Customer Satisfaction based on Managed Services delivery outcomes
- MS Account P&L performance/mgmt.
Key Responsibilities
The leader in this position will be responsible for his/her SDM team best-in-class execution, and for the ongoing development of the team members, to consistently achieve best-in-class delivery performance and resulting customer’s experience that enables business growth. Main responsibilities to lead are:
Accountability for best-in-class delivery performance across the deal scope in front of the customer (KPI, SLA at contractual target and improvement and corrective action plans)
Tackle delivery performance escalation from customers and driving them to diligent resolution
Prepare and drive regular reviews with the Customer, or support the deal Customer Success Manager in the CO organization in doing so
Drive continuous improvement in terms of delivery performance (KPI, SLA…), proactive customer IB optimization and COS (Cost of Sales) for the deal (fleet and delivery resources utilization)
Teamwork with all core HP functions and CO teams engaged in the deal to achieve performance and profitability objectives: Transition Manager, Customer Success Managers, Sales, Delivery Functions, Sales Operations, Contract Operations, etc.
Precise account Delivery Cost Management: actuals, forecast, optimization initiatives, etc.
Become trusted partner for the customer. Able to identify expanded opportunities within owned accounts
Securing standard practices adherence (SDM Playbooks) and continuously improving processes and governance to provide the best value to customer
Effective partnership with rest of peers in similar role in other geographies and markets
Key must-have Experience and competencies required for this job
• More than 5-year experience in a Senior Management role
• More than 5-year experience in Service business, including sales facing & customer facing roles
• Experience in customer services operations and contractual Services framework
• Excellent leadership skills for managing, coaching and developing individual contributors, lower-level managers and peers – incl. team building, conflict resolution, communication, etc.
-Ability to generate new and innovative solutions to complex problems – think out of the box
Excellent verbal and written communication skills, including negotiation and influencing skills
• Ability to manage VP and C-level communications, and in handling conflict and pressure
• Excellent facilitation skills and perfect fluency in English. Second language highly valued
• Active listener with high emotional intelligence
• Pragmatic and results oriented - ability to plan, prioritize and manage execution with a high level of reactivity & autonomy in an ever-changing environment
• Rigorous, analytical, structured, organized – strong planning abilities and disposed to think ahead of the current.
-ITIL framework knowledge
Health insurance
Dental insurance
Vision 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 ( )
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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.
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