Service Delivery Manager

hace 4 días

Santiago de Compostela, España Hewlett Packard Enterprise A tiempo completo

Service Delivery Manager

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

ASMs are Service Managers with broad multi-technology knowledge, able to understand the customers IT end to end, and engage deeply technical back-end resources when required. The ASM is an interface for customers in planning service improvements. They are responsible for monitoring the actual service level compared with the Service Level Agreement (defined in the Statement of Work), cost of delivery, revenue growth through upselling opportunities, profitability, and contract retention.

**In a typical day as an Service Delivery Manager, you would**:

- Be a reference for the customer and lead the delivery team and resources for assigned accounts
- Be responsible for cost of delivery and total customer experience
- Monitor the actual service level vs. the defined and agreed SLA
- Proactively propose improvements and changes to the customers’ IT environment
- Provide consultative IT Advice, collaboration, and operational best practices sharing
- Use proven Value Based Delivery (VBD) processes to help the customer reduce business risk and maximize return of their IT investment, and to present to the customer the added value of proactive services
- Know the IT environment of the customer from an end to end point of view in order to facilitate customers’ business targets within the boundaries of the support contract
- Conduct Support Planning and Review Meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts
- Support the customer in problem/escalation management
- Identify upselling opportunities, support growth, profitability and account retention
- Work closely with Sales and Pursuit teams supporting cross BU strategies and solutions
- Be involved in Pre-sales, Post-sales and Renewal activities in order to provide services and account management inputs
- Maintain strong understanding of the customer IT environment, vertical industry trends and relevant market
- Communicate with customer on an ongoing basis on all aspects of service support
- Understand standard procedures of Project Management and Change Management

**If you are...**
- Holding a first level University Degree or equivalent combination of education and experience.
- 3 - 7 years experienced in related fields desired.
- Able to build and manage a cross cultural, cross tower and cross business team.
- Excellent in communicating, presenting and listening actively.
- Native Spanish and fluent English is required.

Additional Knowledge and Skills:

- Broad multi-technology knowledge
- IT end to end understanding credibility for decision maker conversations
- Analytical and problem solving skills
- Certified in IT Service Management (ITIL V3 Foundation to V3 Expert based on job level)
- Customer centric mindset certified (CCM3 to CCM4 based on job level)
- Financial expertise in cost of delivery, margin and revenue basics
- Ability to expand customer relationships beyond IT management to the IT Decision makers who are responsible for IT Strategy and Budget skills
- Understanding and ability to demonstrate the main principles of Service Management

Join us and make your mark

We offer:

- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element Want to know more about it?

Then let’s stay connected

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

**Job**:
Services
**Job Level**:
Expert

**Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.**

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.

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