Managed Services Senior Manager

2 weeks ago

Spring, Texas, United States HP Full time

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 best-in-class execution, and for the ongoing development of the team members, to consistently achieve best-in-class delivery performance and resulting customer's experience that enables business growth. Main responsibilities to lead are:

  • Accountability for best-in-class 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 must-have Experience and competencies required for this job

  • More than 5-year experience in a Senior Management role

  • More than 5-year 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, lower-level 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 C-level 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 execution with a high level of reactivity & autonomy in an ever-changing 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 $130,350 to $200,750 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related 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;

  • 4-12 weeks fully paid parental leave based on tenure

  • 11 paid holidays

  • Additional flexible paid vacation and sick leave (US benefits overview (https://www8.hp.com/h20195/v2/getdocument.aspx?docname=c07065756) )

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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