Description
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.
The Service Delivery Manager will be responsible for managing a team of Technical Engineers delivering remote support to Compute/Storage for Global Clients.
Responsibilities:
- Manage a team of engineers supporting core Compute/Storage products 24x7
- Manage individuals & teams performance reviews, coaching & leadership in developments for future ready workforce
- Demonstrate a high level of customer focus & engage with the Regional customer experience manager for delivery issues
- Responsible for e2e management and working across various functions
- Work with Regional Geo leaders and identify systematic transformational opportunities and align initiatives for customer outcomes
- Close collaboration with L2 functions and enable quick resolution
- Escalation Management - Work closely with the Account Services and other cross functional teams to drive timely resolution of customer issues
- Collaborate closely with other PGU managers to ensure the support on the complex solutions for customers is flawless
- Capability and capacity management within the team
- Drive collaboration within the team and manage team dynamics
- Participate actively in PORs at both the tower and center level
- Work closely with the Capability/Training team on new Product launches & technical capability enhancement for the team
Requirements:
- Minimum 4 - 6 years of experience in IT services/ Customer Support out of which at least one year has to be in the Technology Support as a SME / Lead / L2
- Experience in managing a highly technical team in a support center and workforce of the future
- Demonstrates ethical Behaviour & Culture
- Should have worked in complex support environment and handled critical customer escalations
- Good technical knowledge and domain expertise on storage/compute products
- Knowledge on 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 Savy and inclination for self-learning
- Engineering or IT degree
- Technology certifications