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Service Delivery Manager

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What you’ll do:

 

Key Responsibilities - As the Service Delivery Manager for Managed Services CSP, you will be accountable for delivering Edge PCE and other PCE solutions for MS delivery in India.

  • Leading a team of highly skilled technical resources managing CSP/PCE solutions.
  • Maintaining positive relationships with customers.
  • Identifying customer needs and overseeing service delivery within the business context.
  • Leading the service delivery teams, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Managing finances and budgets.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Assessing customer feedback and using your creativity to establish, improve, and refine services.
  • Remaining organized and meeting deadlines.
  • Building partnerships and liaising with Remote ITOC delivery, A&PS, Sales, and Pursuit to determine the company's Services, delivery criteria, and solutions for issues that may arise.
  • Partnering with BU and other internal HPE teams to seamlessly delivering CSP/PCE service to HPE customers.
  • Actively participate / contribute to HPE MS initiatives.
  • Meet / Exceed operational metric goals and TCE/NPS.
  • Drive automation and Process maturity.

 

Operational Excellence

  • Excellence in TCE and aaS metric.
  • Accountable for customer KPIs.
  • Flawless audits on accounts from the region during renewal of ISO, CMMI, Soc1/Soc2,
  • Meet the compliance (Secure Access, Patching, Vulnerability etc..) standards for GMS customers in the region.
  • Work with Tools Engineering team to have a smooth MS delivery experience from Tools perspective.
  • Deliver penalty free operations.
  • Flawless execution on all the PCE deals that are moving from Day 1 to Day 2.

Financial compliance

  • Drive automation and operational efficiencies leading to delivery cost optimization. And margin improvement

 

What you need to bring:

 

Other Responsibilities

  • Drive/Participate in POR for MS
  • Ensure there in BCP in place.
  • Problem Management for delivery.
  • Drive capability development, talent development
  • Ensure the supported customer landscape is compliance with Access and Security standards.

 

Experience & Qualification

  • Over 10 + years of experience in IT Services with at least 8 years of experience in leading a customer facing delivery organization in IT Infrastructure Services domain.
  • Must have experience in leading people through change, driven process excellence and achieved best Customer experience results.
  • Prior experience in handling large enterprise customers with niche technologies and managed environment.
  • Experience in customer service, leadership, and logistics may be advantageous.
  • Good computer skills and the ability to use business support software.
  • Strong customer service, project management, and quality control skills.
  • Good resource planning skills.
  • Excellent leadership and customer service skills.
  • Strong teamwork skills and attention to detail

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

Set alert for similar jobsService Delivery Manager role in Bangalore Urban, India
Hewlett Packard Enterprise Logo

Company

Hewlett Packard Enterprise

Job Posted

a year ago

Job Type

Full-time

WorkMode

Hybrid

Experience Level

8-12 Years

Category

Technology

Locations

Bangalore Urban, Karnataka, India

Qualification

Bachelor

Applicants

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