Managed Services Senior Manager

7 days ago

Spring, Texas, United States HP Development Company, L.P. Full time

Managed Services Senior ManagerDescription -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 SLACustomer Escalation ManagementAccount fleet and operation optimizationAccount Delivery Relationship ManagementCustomer Satisfaction based on Managed Services delivery outcomesMS 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 ResponsibilitiesThe 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 resolutionPrepare and drive regular reviews with the Customer, or support the deal Customer Success Manager in the CO organization in doing soDrive 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 accountsSecuring standard practices adherence (SDM Playbooks) and continuously improving processes and governance to provide the best value to customerEffective partnership with rest of peers in similar role in other geographies and marketsKey must-have Experience and competencies required for this jobMore than 5-year experience in a Senior Management roleMore than 5-year experience in Service business, including sales facing & customer facing rolesExperience in customer services operations and contractual Services frameworkExcellent 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 boxExcellent verbal and written communication skills, including negotiation and influencing skillsAbility to manage VP and C-level communications, and in handling conflict and pressureExcellent facilitation skills and perfect fluency in English. Second language highly valuedActive listener with high emotional intelligencePragmatic and results oriented - ability to plan, prioritize and manage execution with a high level of reactivity & autonomy in an ever-changing environmentRigorous, 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 knowledgeThe 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 insuranceDental insuranceVision insuranceLong term/short term disability insuranceEmployee assistance programFlexible spending accountLife insuranceGenerous time off policies, including;4-12 weeks fully paid parental leave based on tenure11 paid holidaysAdditional 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 -ServicesSchedule -Full timeShift -No shift premium (United States of America)Travel -Relocation -NoEqual Opportunity Employer (EEO) -HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - SupplementRequiredPreferredJob IndustriesOther

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