Service Line Manager - A&PS
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world.
We are looking for Service Line Managers to join our team!
The Service Line Manager acts on Geo level with E2E responsibility for Service Delivery Processes in the respective business area to achieve Operational Excellence and Customer Satisfaction at lowest possible cost, working closely with Geo´s Segment Lead. Collaborates with Process owners, Country and team leaders while establishing the liaison with Subject Matter Experts from all process partners like Client Management, Professional Services, Global Escalations, GS and MS etc. to manage and control all operational elements within service value chains and delivery methods.
How you'll make your mark:
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Manage Customer Experience and operational performance E2E, working with Countries and Delivery Functions to facilitate continuous improvement.
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Periodically prepare reporting, analyze trends, key drivers and corrective actions, linking actions to Geo Delivery strategies and integrating into appropriate Geography Plan of Record initiatives.
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Drive/support selected Plan of Record initiatives (e.g. “service improvement plans”, “New Product Introductions snaps”) focusing on improving overall delivery Quality, Customer Satisfaction, Cost and readiness.
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Work together with WW/GEO Segment Management and always in alignment with the GEO leader in driving improvement activities and strategic projects. Working with Subject Matter Experts, Operations Managers and Process Architects to optimize and standardize delivery processes.
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Prepare and lead monthly/quarterly management reviews. Participate in the Geo´s Operational & Infrastructure Services Management team regular forums as well as on WW Governance Meetings.
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Lead and/or participate in specific WW programs, acting as liaison with the WW team adapting the processes to the GEO strategy and ensuring successful deployment at Geo / country level.
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Contribute to evolution of future Services Delivery methodologies and supporting toolset.
About you:
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Fluent in verbal and written English. Second language is a plus.
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Bachelor degree or equivalent.
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Delivery Processes and HPE Portfolio knowledge will be valued: A&PS or SSD
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Tools knowledge: SFDC (Reporting considered as advantage), PSA, PowerBI, QlikSense
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Data Analysis Skills: know how to draw data; able to present data in various formats/spreadsheets; looking at things like trends/performance; comparing trends
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Program / Project Management Experience: being able to drive projects/programs in a pragmatic way; pull together different people/parties and build a project plan
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Basic Financial knowledge considered as advantage
Additional Skills:
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
Services Job Level:
Expert
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity .
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
No Fees Notice & Recruitment Fraud Disclaimer
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*Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors **will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. *The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.