Service Line Manager

  • Preferably more than 3 years of strong SLM/DLM experience.SPE/EXP Level. Someone with strong App Management operations background will beconsidered.
  • With strong customer facing skills and can handle counterpartsand customers at VP and director levels
  • Able to handle an entire domain (average of 15 applications) andwork in an account undergoing stabilization and having minimal concept of SLM.
  • Willing to work during EMEA/early NALA shift. Willing to work orbe on-call during critical holiday periods/weekends.
  • Excellent communication skills: Ability to effectively interactwith people at all levels worldwide. Fluent English language skills.
  • Excellent communicator in both spoken / written Englishincluding explaining technical concepts in non-technical client facinglanguage.
  • Strong ITSM Process depth and breadth for Service Levelmanagement function. Sound knowledge on other related process areas such asIncident, problem and change management functions. (preferred)
  • Strong Service Management knowledge. ITIL Foundation Certificateas a minimum. (preferred)
  • Good in Escalation Management and Focus in operationalefficiency
  • Project Management experience is an advantage but not required
  • Strong Microsoft application skills (Word, Excel, PowerPoint)
  • Familiarity with automated reporting tools and processes (ExcelMacros, etc)
  • Can handle stress and work under pressure
  • Responsible for the implementation and execution of the ServiceLevel Management Process at Account Level and determining the organizationalstructure for management of Client Service Levels.
  • Accountable for the delivery of Service Level targets and commitmentsstipulated in the contract for owned application or domain.
  • Manages escalations related to service provision/delivery forowned domain or application
  • Responsible for conducting regular reviews with the client andproviding reports that shows performance of delivery teams for ownedapplication or domain.
  • Responsible for the creation of the Service Level ManagementBusiness Design and performing Service Improvement Programs or Get Well Planswhere necessary.
  • Other Responsibilities: Activities

o Reviews andconsolidates Service Level requirements

o Analyzes theimpact of requirements and Identifies options

o Documents ServiceLevel Assessment results (if applicable)

o Develops SLA draft(if applicable)

o Determines anddocuments UC/OLA requirements (if applicable)

o Verifies OLA’s (ifapplicable)

o Reviews OLA’s/UC’s(if applicable)

o Publishes SLA (ifapplicable)

o Supports thecreation of the Service Level Management Business Design

o Creates andReviews Performance and Relevance reports

o Performs ServiceLevel review

o Reviews SIP Planresults

o Reviews andobtains approval for solutions to Complaints and Compliments

o Evaluatesresolution to Complaints and Compliments

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