Service Delivery Manager

Hewlett Packard Enterprise is seeking a Service Delivery Manager to manage a team of Technical Engineers delivering remote support to Compute/Storage for Global Clients.

The successful candidate will be responsible for:

• Managing a team of engineers supporting core Compute/Storage products 24x7
• Managing individuals and teams' performance reviews, coaching, and leadership in developments for a future-ready workforce
• Demonstrating a high level of customer focus and engaging with the Regional customer experience manager for delivery issues
• End-to-end management and working across various functions
• Collaborating with Regional Geo leaders to identify systematic transformational opportunities and align initiatives for customer outcomes
• Close collaboration with L2 functions to enable quick resolution
• Escalation Management - working closely with the Account Services and other cross-functional teams to drive timely resolution of customer issues
• Collaborating closely with other PGU managers to ensure support on complex solutions for customers is flawless
• Capability and capacity management within the team
• Driving collaboration within the team and managing team dynamics
• Participating actively in PORs at both the tower and center level
• Working closely with the Capability/Training team on new Product launches and technical capability enhancement for the team

The ideal candidate will have:

• Minimum 4-6 years of experience in IT services/Customer Support, with at least one year in Technology Support as a SME/Lead/L2
• Experience in managing a highly technical team in a support center and workforce of the future
• Demonstrated ethical behavior and culture
• Experience working in a complex support environment and handling critical customer escalations
• Good technical knowledge and domain expertise on storage/compute products
• Knowledge of emerging technologies
• Good understanding of Enterprise priorities, HPE Products, and portfolio
• Excellent interpersonal, planning, and organizational skills
• Good analytical skills
• Good articulation of ideas and effective communication
• Digital Technology Savvy and inclination for self-learning
• Engineering or IT degree
• Technology certifications

In return, Hewlett Packard Enterprise offers a comprehensive suite of benefits that supports the physical, financial, and emotional well-being of its team members and their loved ones.