Description
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 Behavior & 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
Benefits:
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion