Managed Services Manager Spain

Hewlett Packard Enterprise; Las Rozas de Madrid; On-site; EUR 90,000 - 120,000; Full time

Job summary

Hewlett Packard Enterprise in Madrid, Spain, is seeking an experienced Managed Services Manager to own customer relationship management and ensure seamless delivery of SOW-defined services. You will integrate into the customer's IT management structure and align with ITIL/ITSM practices.

The role requires 8+ years in account management, strong cross-functional collaboration, and proven program management. Onsite from partner/customer offices with a competitive benefits package, you will lead

Qualifications

• Education: University Degree in a technical field.
• +8 years of experience in Account Management.
• Knowledge of Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Storage Networks, Microsoft Exchange, or Microsoft Windows.
• Excellent communication with customers at technical and management levels.
• ITIL and PMP certifications are desired.

Responsibilities

• 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.
• Communicates and coordinates activities with the customer during engineering elevations.
• Provides regular and timely status updates to the customer related to outages, critical events, support activities, milestones, and decisions supporting their IT environment.
• Builds positive working relationships within the HPE team.
• Acts proactively to prevent and address customer dissatisfaction issues.
• 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.
• Acts as Escalation Manager for team escalations and elevations.
• Manages the problem resolution lifecycle until the customer's issue is resolved.
• 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.
• 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.

Skills

Account management

Communication

Program management

Client relationship management

ITIL knowledge

Education

University degree in a technical field

ITIL and PMP certifications desired

Tools

Networking

Synergy

HP-UX

UNIX

LINUX

Storage

Storage Networks

Microsoft Exchange

Microsoft Windows

Job description

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer 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

Position Overview

The Managed Services Manager is a pivotal role responsible for customer relationship management, ensuring the seamless delivery of services outlined in the Statement of Work (SOW). This role adds substantial value to the customer by acting as an IT management partner, integrating seamlessly into the customer's IT management structure. The manager collaborates with the customer's IT service management team, applying ITIL/ITSM best practices, and ensures that the HPE service delivery team is fully aligned with the customer's critical IT services and business objectives.

Key Responsibilities

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.

Goal Setting And Action Plans

• Establishes overall goals and develops action plans with achievable results.

Service Coordination

• Coordinates and manages the Action Plan for service activities, event management, process flows, and administration.
• Communicates and coordinates activities with the customer during engineering elevations.

Communication

• Provides regular and timely status updates to the customer related to outages, critical events, support activities, milestones, and decisions supporting their IT environment.

Relationship Building

• Builds positive working relationships within the HPE team.
• Acts proactively to prevent and address customer dissatisfaction issues.

Secondary Responsibilities

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.

Qualifications

• Education: University Degree in a technical field.
• +8 years of experience in Account Management.
• Basic knowledge of technologies such as 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.
• Customer-centric account management focus is required.
• Program Management and high organizational skills are essential.
• ITIL and PMP certifications are desired.

Additional Information

• This position offers a challenging and dynamic opportunity to contribute to the success of both HPE and our valued customers.
• We are committed to a diverse and inclusive workplace, and individuals from all backgrounds are encouraged to apply.
• Competitive compensation and benefits package available.

We look forward to welcoming a dedicated professional to our team who shares our commitment to excellence in service delivery and customer satisfaction.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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