Service Manager

Job Family Definition

Working within the HPE team and reporting to the Service Delivery Leader, this is a role responsible for delivering advanced service management to a leading Service Provider.

The Service Manager will be required to manage the delivery of services to our key customer designed to enable Customer Success. Responsibilities include the overall planning, organizing, directing, controlling and delivery of a number of services prioritized in alignment with the client’s expectations and business needs.

The position is full-time located in Sydney

Responsibilities:

• Manage customer engagements with a clear ability to prioritize work, while considering both customer and HPE Networking requirements.
• Deliver high-level achievement in cross-functional organizations.
• Manage complex issues where analysis of situations or data requires an in-depth evaluation of variable factors whilst delivering regular customer updates.
• Develop and maintain positive relationships with partners/customers and HPE sales and service sales teams in order to assist in identifying new opportunities.
• Build a trusted advisor relationship.
• Be intimately familiar with the customer's technical goals and initiatives and provide key insights to the wider support team.
• Deliver strong presentations through exceptional interpersonal skills
• Coordinate corporate resources as they pertain to the support of the account.
• Exercise good judgement in selecting methods, techniques and evaluation criteria for obtaining solutions.
• Support all post-sales account activity including monitoring, managing and auditing case progress.
• Facilitate training and advanced services opportunities.
• Operate with little instruction on all work.
• Facilitate roadmap discussions when requested by the customer, in conjunction with the account team.
• Develop an account plan for assigned accounts in line with strategy developed elsewhere; forecasting resources and preparing schedules.
• Provide information on next releases and proactive communication about known issues.
• Conduct quarterly Operations Reviews to review HPE product and support performance.
• Prepare and deliver Post-mortem/Root Cause Analysis on both technical and process issues.
• Proactively understand client needs and identify solutions to non-standard tasks/queries.
• Regularly audit and assess network support against customer service contracts
• Drive efficient resolution of escalated situations coordinating HPE Networking resources and providing executive level communication
• Back up other Service Managers when they are not available.

Experience:

• Bachelor’s degree or equivalent.
• Total industry experience 7+ years with experience in supporting large, complex Cloud and IP-based networks.
• Highly experienced managing customer service support personnel in cross-functional, matrixed work environments.
• Passion for automation, routing/switching and related technologies.
• Solid technical understanding of IP networking.
• Proficient with Microsoft Office and have strong data analysis skills.
• Strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Demonstrated ability to manage multiple projects and work productively under pressure.
• Detailed understanding of ITIL processes and Risk management.
• Expert relationship building and customer management skills