Managed Services Manager

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. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Candidates living at reasonable distance outside of Sofia are encouraged to apply for this position. HPE offers a flexible hybrid work model that enables you to work from home and will be expected to come into the office a few times a week to collaborate and connect with your colleagues. Our recruiters will tell you more about this during the interview stage.

HPE GreenLake brings the cloud experience to apps and data everywhere, enabling customers to adopt transformative technology faster
and simplify their operations. HPE GreenLake delivers public cloud services and infrastructure as-a-service for your workloads – on premises, fully managed in a pay-per-use model at the edge, in colocations, and in your data center. With HPE GreenLake, corporations will be able to transform their cloud-native and non-cloud native applications, create essential data and speed insights for teams to use effectively, and free up their staff to better address other business needs.

The Managed Services Manager (MSM) is responsible for the coordination of activities with the Assigned Account Team (AAT) and within the GMS service delivery and owns the GMS customer relationship.  The MSM is an experienced Program Manager and Escalation Manager.  The MSM is responsible for the overall delivery of the GMS solution for specific account and acts as the customer’s single IT management focal for all service-related issues, technical escalations and integration actions.  The MSM serves as the GMS customer’s single point of contact for all AAT service issues and actions and is the remote service advocate within HPE. 
 
How you’ll make your mark:  
Partner with customers to utilize industry best practices to ensure that all other members of the HPE service delivery team are fully knowledgeable about their critical IT services and business objectives. 
Coordinate activities with the Assigned Account Team (AAT) and within the GMS service delivery and own the GMS customer relationship.
Be a single point of contact for customer related escalations.
Responsible for developing, updating, and distributing the Outage Communications and Action Plans. 
Manage internal project delivery and provides reliable financial forecasts to Management. 
Manage internal as well as external resources.
Provides performance feedback on project team members. 
Be a management partner and extension of customer’s IT management structure.
Contribute to technical knowledge transfer during onboarding of new customers.
Make sure that customer solutions are migrated timely from their current environment onto HPE standards tools and ITIL processes.
Identify and contribute to projects to improve product support, customer satisfaction and team efficiency.
Participate/Drive ITIL based change management, Problem management, incident management. 
Participate in all kind of internal quality, process and practice improvement projects and activities.
Support the internal tooling solution. 
 
Key deliverables/accountabilities:  
Customer satisfaction of managed accounts 
Personal Targets are achieved 
GMS information security and data management system is compliant with the industry standards 
 
About you: 
Bachelor/master degree or in process of obtaining 
Professional experience: Five years in customer support environment, program management or relevant experience 
ITIL certification 
Fluent in written and verbal English 
Superior communication skills (customer and internal HPE) – interact at all levels, across all geographic regions 
Program/Project management skills 
Customer facing and account management skills 
Analytical skills, ability to isolate and solve problems and to create, maintain and follow processes 
Be flexible and proactive 
Ability to handle multiple tasks at the same time without supervision and ability to prioritize 
Time management skills and ability to work with tough deadlines
 
What we can offer you:

Attractive compensation package 
Career and Development – worldwide career opportunities, access to a high-tech Engineering Lab
Work That Fits Your Life ­- 24 days annual paid leave, have a free afternoon once a month, 6 months paid parental leave with 100% of your salary, possibility to work from home, transition support through life events
Wellness and Health Programs
Socially Engaged Community – 60 hours/year additional time off for volunteering, plastic free office, participation in socially responsible causes via partnership with 50+ non-government organizations.
Exciting Workplace Experience
 

Join us and make your mark!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

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