Delivery Services Manager

Delivery Services Manager

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of support services, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

Responsibilities:

• Lead overall country post sales delivery services
• Actively engage Sales and Business leaders to drive quality of services and support business growth
• Customer facing to lead team in senior management engagement to develop relationship with key accounts
• Own executive-level communications with customers
• Directly manage a team of onsite engineers responsible for providing on-site compute, storage and network IT equipment, systems, sub-systems and/or other applications support for customers according to contractual service levels.
• Meet key operations KPI in customer satisfaction while driving delivery efficiency
• Able to collaborate with other delivery functions such as remote support, supply chain to provide services and resolve escalations

Education and Experience Required:

• Minimum Bachelor's degree or equivalent experience required.
• 7+ years of progressive experience in IT services delivery or customer support, including at least 3 years in a managerial/leadership capacity.

Knowledge and Skills:

• Experience and knowledge in Enterprise IT Technology and solutions such as Hybrid Cloud, AI and network
• Ability to understand HPE products, solutions, and services portfolio to communicate effectively with client management
• Strong stakeholder management and executive communication skills
• Experienced in customer facing role delivering Mission Critical Enterprise IT support services, solution integration and/or Managed Services
• Strong passion for customer experience

What We Can Offer You:

Health & Wellbeing

Personal & Professional Development

Unconditional Inclusion

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.

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.