Description
This Networking Service Delivery Manager role is part of the HPE team, reporting to the Service Delivery Leader. The successful candidate will deliver advanced service management to a leading Service Provider, focusing on Customer Success. Key responsibilities include:
- Managing customer engagements, prioritizing work, and aligning with client expectations and business needs
- Delivering high-level achievements in cross-functional organisations
- Analysing complex issues, providing regular customer updates, and developing positive relationships with partners/customers and HPE teams
- Building a trusted advisor relationship with customers
- Providing key insights to the wider support team and facilitating roadmap discussions
- Conducting quarterly Operations Reviews and preparing Post-mortem/Root Cause Analysis reports
- Proactively understanding client needs and identifying solutions to non-standard tasks/queries
- Regularly auditing and assessing network support against customer service contracts
- Driving efficient resolution of escalated situations and coordinating HPE Networking resources
The ideal candidate will have:
- A Bachelor's degree or equivalent
- 7+ years of industry experience, with 3+ years of experience managing customer service support personnel in cross-functional environments
- A passion for automation, routing/switching, and related technologies
- Solid technical understanding of IP networking and proficiency with Microsoft Office
- Strong communication, interpersonal, and leadership skills
- Demonstrated ability to manage multiple projects and work productively under pressure
- Detailed understanding of ITIL processes and Risk management
In terms of benefits, HPE offers a comprehensive suite of health and wellbeing programs, personal and professional development opportunities, and an inclusive work environment that values individual uniqueness.