Managed Services Manager

Managed Services Manager

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 diverse 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.

The MSM is responsible for the overall delivery of Managed Service solution for specific account and acts as the customer's or partners' single focal for all service-related issues and escalations. The MSM manages the relationship with customers, partners and works in close collaboration with delivery teams and local account teams. The MSM is an experienced Program Manager and Escalation Manager.

Job tasks/responsibilities:

• Manage and own relationship with local delivery partners/service providers and end customers
• Collaborate closely with local account teams, vendors and HPE delivery teams and stakeholders
• Ensure delivery to end customer meets contractual obligation
• Coordinate technical and non-technical escalations for one or more customers
• Be a management partner and extension of customer's IT management structure.
• Be a single point of contact for customer related escalations.
• Document activities and action plans
• Manage PO process for respective 3rd party vendors
• Participate in respective ITIL processes as per contract
• Participate in or lead Continuous Process Improvement projects within the different accounts
• Deliver strategic account support
• Identify and contribute to projects to improve product support, customer satisfaction and team efficiency.
• Manage project financials.
• Conduct internal trainings
• Lead or contribute to internal quality, process and practice improvement projects and

Education and experience required:

• Bachelor's degree or relevant experience in IT support
• Professional experience: Five years in customer support environment, program management or relevant experience
• Knowledge of Managed Services
• Fluency in Turkish and English language
• ITIL knowledge
• Customer facing, Partner and Account Management skills
• Superior communication skills (customer and internal HPE) - interact at all levels, across all geographic regions
• Program/Project management skills
• Analytical skills, ability to isolate and solve problems and to create, maintain and follow processes
• Be flexible and proactive
• Ability to handle multiple tasks at the same time without supervision and ability to prioritize
• Time management skills and ability to work with tough timelines
• Financial acumen
• Ability to properly maintain technical and case documentation

Additional Skills:

• Accountability
• Action Planning
• Active Learning
• Active Listening
• Bias
• Business Growth
• Business Planning
• Coaching
• Commercial Acumen
• Creativity
• Critical Thinking
• Cross-Functional Teamwork
• Customer Experience Strategy
• Customer Solutions
• Data Analysis Management
• Data Collection Management
• Data Controls
• Design Thinking
• Empathy
• Follow-Through
• Growth Mindset
• Intellectual Curiosity
• Long Term Planning
• Managing Ambiguity

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 diverse 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.

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.