Service Delivery Manager

About Hewlett Packard Enterprise

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

HPE Technology Services (TS) guides customers to the New Style of IT by transforming and supporting infrastructure that enables optimal business outcomes. Our vision is to be the undisputed leading provider of Enterprise Technology Services through our constant innovation and customers-for-life mindset. We advise our customers by helping align their IT strategy to business value. We transform their IT landscape and provide a safe journey for our customers on their way to the New Style of IT. We deliver agility and flexibility to our customers, while also ensuring security and stability, reducing risk and delivering unmatched value.

Description of Role:

  • Manage a team of technologists in the Remote Operation Center to deliver world-class customer experience.
  • Responsible for e2e management of remote delivery.
  • Demonstrate high level of customer focus and drive Operational metrics and customer satisfaction results.
  • Demonstrate high level of customer focus and drive Operational metrics and customer satisfaction results.
  • Escalation Management – Collaborate and Work closely with other cross functional teams to drive timely resolution of customer issues
  • Capability and capacity management within the team.
  • Manage team dynamics, Inspire trust, people development and skill management

Qualifications/Experience/ Eligibility Criteria:

  • Total 10 years of working experience.
  • Engineering or IT Degree.
  • Minimum 10 years of experience in Technical Support (Onsite or Remote)
  • Knowledge of end-to-end delivery process
  • Thorough with end to end Metrics
  • Top Notch Communication skills
  • Good understanding of tools like SFDC, Airwave, IMC, NNMi

Desired Competencies:

  • Minimum 10 Years of experience in Remote Technical Support of which at least 2 years have been in an SME or supervisor role.
  • Experience in managing a highly technical team in a support center.
  • Likely to have worked for some years at a senior technical level in a similar role in a Global environment.
  • Good technical knowledge and domain expertise on HPN products (HPE Switches, Aruba, Airwave, IMC…etc)
  • Good understanding of HPE Systems, processes & tools
  • Competent in all areas of People management, Operational management, & Escalation Management.
  • Exceptional focus on operations
  • Excellent Analytical, Interpersonal, planning and organizational skills.
  • Proven ability to be strong team player, a good team builder and sound leadership skills

Hewlett Packard Enterprise Values:

Partnership first: We believe in the power of collaboration – building long term relationships with our customers, our partners and each other

Bias for action: We never sit still – we take advantage of every opportunity

Innovators at heart: We are driven to innovate – creating both practical and breakthrough advancements

What do we offer?

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers

You can also find us on:

https://www.facebook.com/HPECareers

https://twitter.com/HPE_Careers

About Hewlett Packard Enterprise

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

HPE Technology Services (TS) guides customers to the New Style of IT by transforming and supporting infrastructure that enables optimal business outcomes. Our vision is to be the undisputed leading provider of Enterprise Technology Services through our constant innovation and customers-for-life mindset. We advise our customers by helping align their IT strategy to business value. We transform their IT landscape and provide a safe journey for our customers on their way to the New Style of IT. We deliver agility and flexibility to our customers, while also ensuring security and stability, reducing risk and delivering unmatched value.

Description of Role:

  • Manage a team of technologists in the Remote Operation Center to deliver world-class customer experience.
  • Responsible for e2e management of remote delivery.
  • Demonstrate high level of customer focus and drive Operational metrics and customer satisfaction results.
  • Demonstrate high level of customer focus and drive Operational metrics and customer satisfaction results.
  • Escalation Management – Collaborate and Work closely with other cross functional teams to drive timely resolution of customer issues
  • Capability and capacity management within the team.
  • Manage team dynamics, Inspire trust, people development and skill management

Qualifications/Experience/ Eligibility Criteria:

  • Total 10 years of working experience.
  • Engineering or IT Degree.
  • Minimum 10 years of experience in Technical Support (Onsite or Remote)
  • Knowledge of end-to-end delivery process
  • Thorough with end to end Metrics
  • Top Notch Communication skills
  • Good understanding of tools like SFDC, Airwave, IMC, NNMi

Desired Competencies:

  • Minimum 10 Years of experience in Remote Technical Support of which at least 2 years have been in an SME or supervisor role.
  • Experience in managing a highly technical team in a support center.
  • Likely to have worked for some years at a senior technical level in a similar role in a Global environment.
  • Good technical knowledge and domain expertise on HPN products (HPE Switches, Aruba, Airwave, IMC…etc)
  • Good understanding of HPE Systems, processes & tools
  • Competent in all areas of People management, Operational management, & Escalation Management.
  • Exceptional focus on operations
  • Excellent Analytical, Interpersonal, planning and organizational skills.
  • Proven ability to be strong team player, a good team builder and sound leadership skills

Hewlett Packard Enterprise Values:

Partnership first: We believe in the power of collaboration – building long term relationships with our customers, our partners and each other

Bias for action: We never sit still – we take advantage of every opportunity

Innovators at heart: We are driven to innovate – creating both practical and breakthrough advancements

What do we offer?

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers

You can also find us on:

https://www.facebook.com/HPECareers

https://twitter.com/HPE_Careers


Meet Some of Hewlett Packard Enterprise's Employees

Jeremy H.

Business Compensation Manager

Jeremy ensures all HPE employees are properly compensated for their contributions to the company, helping to retain top talent and market leaders for the organization.

Cat G.

Research Scientist

Cat works in the HPE lab, exploring and designing new devices that become the building blocks for the computation creations of the future.


Back to top