Service Delivery Manager

Job Description:

Job Family Definition:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. 
 

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

The candidate will be responsible for managing a team of GTS Engineers delivering remote support to Compute/Storage for Global Clients. Listed below are few of the job responsibilities of the SDM:

• 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

What you need to bring:

Desired Competencies:

• 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
• Demonstrates HPE Beliefs & 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 HPE priorities, Products, portfolio, processes and tools
• Excellent interpersonal, planning and organizational skills
• Good analytical skills
• Good articulation of Ideas and effective Communication.
• Digital Technology Savy and inclination for self-learning.

Eligibility Criteria:

• Engineering or IT degree.
• Technology certifications

Points to note before you apply:

• To apply for open positions prior to the minimum time requirement, approval of the employee's current manager is required.
• Employees with Job Level INT & above are eligible to apply
• Employees are expected to notify their manager prior to an interview.
• Employees in Performance Improvement Plan are not eligible to apply.
• Candidate must be willing to work from Pune site

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

Job:

Job Level:

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.