Managed Services Manager Spain

hpe; Las Rozas de Madrid; Presencial; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & Wellbeing

Career Development

Diversity & Inclusion

Competitive compensation

Descripción de la vacante

Hewlett Packard Enterprise is seeking a Managed Services Manager for Spain, primarily onsite at a partner/customer office. This role focuses on customer relationship management and seamless service delivery aligned with the SOW, working with the customer’s IT team and applying ITIL/ITSM best practices.

The ideal candidate has 8+ years in account management, strong communications, and program management, with ITIL/PMP being a plus.

Formación

• University Degree in a technical field.
• 8+ years in Account Management.
• Basic knowledge of Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Storage Networks, MS Exchange or Windows.
• Expert level skills with MS Office (Excel, Outlook).
• Strong communication with customers at technical and management levels.
• Customer-centric account management focus.
• Proven program management and high organizational skills.
• ITIL and PMP certifications are desirable.

Responsabilidades

• Lead overall delivery of the service solution.
• Act as single point of contact for the customer and advocate within HPE.
• Set goals and develop action plans with achievable results.
• Coordinate action plans for service activities and events; manage processes.
• Provide regular status updates on outages, events, milestones and decisions.
• Build positive working relationships within the HPE team and with the customer.
• Manage resources and align with the annual plan; collaborate internally to ensure satisfaction.
• Serve as Escalation Manager for team escalations and problem resolution.
• Ensure service delivery conforms to the SOW and scope; coordinate procedures.
• Conduct Quarterly Service Reviews and analyze trends with proactive services.

Conocimientos

Customer relationship management

Communication

Program management

ITIL

PMP

IT service management

Microsoft Office

Educación

University Degree in a technical field

Herramientas

Microsoft Office (Excel, Outlook)

Descripción del empleo

Managed Services Manager SpainThis 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 onfinding 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.

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.

Job: Services

Job Level: Expert

Equal Employment Opportunity

Hewlett Packard Enterprise 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.

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.

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.