HPC US Defense District Service Manager, (Clearance TS/SCI with Poly) Maryland

HITEC; Maryland; Hybrid; USD 150,000 - 190,000; Full time

Job summary

Hewlett Packard Enterprise (HPE) is seeking a proactive service delivery leader to guide the on-site HPC support team across Maryland. You will coach, mentor, and coordinate site Leads, system administrators, and technical consultants to deliver high-quality, timely technical services.

You will own the mission of maintaining full system availability to meet contracted SLAs, manage escalations, report on KPIs, and work with leadership to optimize staffing and processes.

Qualifications

• Experience delivering IT services with SLA commitments.
• Proven ability to lead and mentor cross-functional teams.
• Strong problem-solving and decision-making skills.

Responsibilities

• Plan, direct, and monitor operational/tactical activities of the on-site team to deliver high-quality support.
• Own the mission of maintaining full system availability to meet contracted SLAs.
• Coordinate customer escalations and technical/process issues for field teams.
• Develop and lead standard processes and reusable solutions for the customer environment.
• Provide guidance on process improvements aligned with business tactics and strategy.
• Ensure understanding of the service contract terms and conditions.
• Proactively identify and close risks to SLA, system availability, or customer satisfaction.
• Meet business and operational targets by managing site and staffing KPIs.

Skills

Leadership

Customer service

IT service management

SLA management

Job description

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:

You will provide direct and remote team leadership to deliver technical services to HPC solutions designed to meet customers’ business needs and ensure we provide outstanding customer experience. This role will interact and collaborate with other service managers along with ER managers daily. This position will coach, guide, and mentor to team members and are responsible for the personal and professional growth of those on their team.

This HPC team will assist in providing up to 24x7 end-to-end support by interacting directly with a HPC customer base. This team will manage the system administration and technical service case workflow from open to close and provide world-class service by diagnosing, troubleshooting, and addressing technical service requests. You will work as a trusted advisor to maintain effective customer relationships and ensure the team maintains knowledge of leading-edge technologies and industry/market domain knowledge. The team may elevate cases to the ER team(s) when more in-depth products knowledge is required to resolve complicated issues. The team will remain engaged on elevated cases to assist and ensure that the customer’s technical service needs are completed appropriately.

US Citizenship required

Clearance: Top Secret with SCI and Full Scope Poly required

Travel: Mandatory travel 25/30% throughout the Maryland area. Will work remote when not traveling to client sites.

Preferred Residency: Maryland

Job requirements:

• Service delivery

• Work closely with the Site Team [Leads, system administrators, technical consultants] to plan, direct, and monitor operational/tactical activities of technical on-site team to deliver appropriate high-quality support. Make tradeoffs based on budget, time, and resource constraints.

• Own the mission of maintaining full system availability to mee contracted SLAs by actively managing alerts and system health.

• Manage / coordinate customer escalations, and escalations of technical, process, or materials issues encountered by field team

• Develops and leads the standard process and reusable solutions and workarounds that are innovative and demonstrate a technical knowledge of the affected products, processes, and the customer environment.

• Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.

• Responsible for the full understanding of the service contract and associated terms and conditions.

• Proactively identify, report on, and close risks to Service Level Agreement (SLA), system availability or customer satisfaction.

• Meet business and operational targets by managing core site and business metrics - Key Performance Indicators (KPIs)
• Work with your leader to set, monitor and control the direct and contractor staffing levels to achieve performance metrics which include:
• Ongoing Engineer performance improvements
• Establish and meet team specific technical service case quality goals
• Collect, analyze, and report on data related to problem reports and service trends.
• Provide monthly status reports highlighting success and areas that need improvement