Service Delivery Manager
Hewlett Packard Enterprise
Bangalore Urban, Karnataka, India
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}
