Managed Services Senior Manager

Description

As a member of the Managed Services organization within HP Solutions this role is chartered to lead the Services Delivery Management (SDM) team for Managed Services (MPS MDS MCS) on Global Tier 1 (GT1 accounts (top customer segment including the largest and most strategic HPI customers) reporting to the GT1 Senior Director.

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.

The job requires very strong leadership customer orientation/skills to manage senior/executive relationships with customer counterparts proven team motivation and engagement skills and ability to drive across multiple partnering teams within HP locally and globally with required flexibility and strength to maximize E2E performance and results on accounts in scope.

Key Responsibilities

The leader in this position will be responsible for his/her SDM team bestinclass and for the ongoing development of the team members to consistently achieve bestinclass delivery performance and resulting customers experience that enables business growth. Main responsibilities to lead are:

• Accountability for bestinclass 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 musthave Experience and competencies required for this job

More than 5year experience in a Senior Management role

More than 5year 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 lowerlevel managers and peers incl. team building conflict resolution communication etc.

Strong ability to negotiate with internal & external partners and customers

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 Clevel 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 with a high level of reactivity & autonomy in an everchanging environment

Rigorous analytical structured organized strong planning abilities and disposed to think ahead of the current.

Business Management experience with Cost or P&L management experience. Financial acumen.

ITIL framework knowledge

The base pay range for this role is $130350 to $200750 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location jobrelated knowledge skills and experience.

Benefits:

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;

• 412 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave US benefits overview

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time with or without notice subject to applicable law.

Job

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