Networking Service Delivery Manager
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What you'll do
- Manage customer engagements with a clear ability to prioritize work, while considering both customer and HPE Networking requirements.
- Deliver high-level achievement in cross-functional organizations.
- Manage complex issues where analysis of situations or data requires an in-depth evaluation of variable factors whilst delivering regular customer updates.
- Develop and maintain positive relationships with partners/customers and HPE sales and service sales teams in order to assist in identifying new opportunities.
- Build a trusted advisor relationship.
- Be intimately familiar with the customer's technical goals and initiatives and provide key insights to the wider support team.
- Deliver strong presentations through exceptional interpersonal skills
- Coordinate corporate resources as they pertain to the support of the account.
- Exercise good judgement in selecting methods, techniques and evaluation criteria for obtaining solutions.
- Support all post-sales account activity including monitoring, managing and auditing case progress.
- Facilitate training and advanced services opportunities.
- Operate with little instruction on all work.
What they're looking for
- Bachelor’s degree or equivalent.
- Total industry experience 7+ years with experience in supporting large, complex Cloud and IP-based networks.
- Minimum 3 years experience managing customer service support personnel in cross-functional, matrixed work environments.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
This role has been designed as 'Hybrid' with a requirement 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:
Job Family Definition
Working within the HPE team and reporting to the Service Delivery Leader, this is a role responsible for delivering advanced service management to a leading Service Provider.
The Service Manager will be required to manage the delivery of services to our key customer designed to enable Customer Success. Responsibilities include the overall planning, organizing, directing, controlling and delivery of a number of services prioritized in alignment with the client’s expectations and business needs.
The position is full-time located in Sydney
Responsibilities:
- Manage customer engagements with a clear ability to prioritize work, while considering both customer and HPE Networking requirements.
- Deliver high-level achievement in cross-functional organizations.
- Manage complex issues where analysis of situations or data requires an in-depth evaluation of variable factors whilst delivering regular customer updates.
- Develop and maintain positive relationships with partners/customers and HPE sales and service sales teams in order to assist in identifying new opportunities.
- Build a trusted advisor relationship.
- Be intimately familiar with the customer's technical goals and initiatives and provide key insights to the wider support team.
- Deliver strong presentations through exceptional interpersonal skills
- Coordinate corporate resources as they pertain to the support of the account.
- Exercise good judgement in selecting methods, techniques and evaluation criteria for obtaining solutions.
- Support all post-sales account activity including monitoring, managing and auditing case progress.
- Facilitate training and advanced services opportunities.
- Operate with little instruction on all work.
- Facilitate roadmap discussions when requested by the customer, in conjunction with the account team.
- Develop an account plan for assigned accounts in line with strategy developed elsewhere; forecasting resources and preparing schedules.
- Provide information on next releases and proactive communication about known issues.
- Conduct quarterly Operations Reviews to review HPE product and support performance.
- Prepare and deliver Post-mortem/Root Cause Analysis on both technical and process issues.
- Proactively understand client needs and identify solutions to non-standard tasks/queries.
- Regularly audit and assess network support against customer service contracts
- Drive efficient resolution of escalated situations coordinating HPE Networking resources and providing executive level communication
- Back up other Service Managers when they are not available.
Experience:
- Bachelor’s degree or equivalent.
- Total industry experience 7+ years with experience in supporting large, complex Cloud and IP-based networks.
- Minimum 3 years experience managing customer service support personnel in cross-functional, matrixed work environments.
- Passion for automation, routing/switching and related technologies.
- Solid technical understanding of IP networking.
- Proficient with Microsoft Office and have strong data analysis skills.
- Strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
- Demonstrated ability to manage multiple projects and work productively under pressure.
- Detailed understanding of ITIL processes and Risk management.
- Expert relationship building and customer management skills
Accessibility
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.
Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
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.
Job:
ServicesJob Level:
Expert
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
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Company
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