Managed Services Delivery Lead

Talent; Las Rozas de Madrid; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Hewlett Packard Enterprise (HPE) is seeking a Managed Services Manager in Spain to lead service delivery and maintain strong customer relationships. The role involves aligning ITIL/ITSM practices with the customer’s IT management structure and ensuring successful delivery of the SOW.

You will act as the main contact for service-related issues, coordinate action plans, and drive quarterly service reviews with the client. Strong communication and program management skills are essential.

Formación

• Education: University Degree in a technical field.
• +8 years of experience in Account Management.
• Basic knowledge of Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Storage Networks, Microsoft Exchange, or Microsoft Windows.
• Expert level skills with Microsoft Office applications (Excel, Outlook, etc.).
• Demonstrated ability to communicate effectively with customers at both technical and management levels.

Responsabilidades

• Overall Delivery: Responsible for the overall delivery of the Service solution.
• Serves as the customer’s single point of contact for all service-related issues, acting as the customer’s advocate within HPE.
• Establishes overall goals and develops action plans with achievable results.
• Coordinates and manages the Action Plan for service activities, event management, process flows, and administration.
• Provides regular and timely status updates to the customer related to outages, critical events, support activities, milestones, and decisions.
• Builds positive working relationships within the HPE team.
• Acts proactively to prevent and address customer dissatisfaction issues.
• Resource and Business Management: Manages resources and business activities in alignment with the annual plan of record.
• Collaborates with internal HPE organizations to ensure customer satisfaction with HPE-delivered support and services.
• Escalation Management: Acts as Escalation Manager for team escalations and elevations.
• Manages the problem resolution lifecycle until the customer’s issue is resolved.
• Service Compliance: Ensures that the supported service is delivered in conformance with the SOW and managed within the scope of services.
• Coordinates with internal HPE organizations on service procedures.
• Service Review: Conducts the Quarterly Service Review with the customer or defined review times.
• Performs statistical analysis and trending in conjunction with proactive services and Quarterly or Weekly Service Review.

Conocimientos

Account management

ITIL knowledge

Microsoft Office

Networking basics

Unix/Linux

Educación

University Degree in a technical field

Descripción del empleo

Hewlett Packard Enterprise (HPE) is seeking a Managed Services Manager in Spain to lead service delivery and maintain strong customer relationships. The role involves aligning ITIL/ITSM practices with the customer’s IT management structure and ensuring successful delivery of the SOW.

You will act as the main contact for service-related issues, coordinate action plans, and drive quarterly service reviews with the client. Strong communication and program management skills are essential.