Role Description
At HP, we believe in the power of ideas. Our vision is to create technology that makes life better for everyone, everywhere. CS Contractual Category is committed to driving transformation, growing the services business, meeting its financial and operational commitments and enable revenue growth. As part of our strategy to enable growth and engineer amazing user experiences, we are creating a Global Services Delivery Tower (GSDT). The GSDT will be focused on managing the Internal IT services delivery (HPonHP), including PC lifecycle management, PC Device management, Onsite and Remote support (Tech and Cloud Café), SCCM and Image management, on one side and expanding this responsivity and capabilities to support external customers and adding additional capabilities, including proactive support, HP TechPulse, Nexthink, MS End-Point-Management, etc.
The SDM manages the delivery of scoped Managed Services to Proactive Insights and Proactive Insights Experience Manager customers for the Proactive Device Management team. They play a pivotal role in supporting the customer to realise value from the platforms, and as such will be working closely with the Customer Success Manager and the Account Manager to ensure that the Managed Service is aligned with the account success plan, and with the value metrics being tracked for the customer.
The role will coordinate the daily activities of the Managed Services team, and oversee the request queue, focusing on the highest priorities and the biggest impact to the customer, while providing quality assurance, and delivering within the agreed service levels.
The role is a combination of technical and business skills; having the ability to assess technical requests, troubleshoot platform issues, and also to be able to explain the service, how it is supporting the customer strategy, and the value to stakeholders at all levels within the customer.
Responsibilities
Act a single point of contact for the customer for all managed service elements in scope
Participate in the Customer’s steering group meetings
Advise on and be part of the Customer’s governance for HP
Gather customer’s requirements, analyse and provide feedback
Effectively handle customer requests and priorities
Understand Customer Digital Experience goals, strategic plans and constraints in order to advise on the best use of PIXM service
Conduct analysis of Customer’s data and provide actionable insights to customers
Identify and justify automation opportunities based on value to the Customer
Support customer’s initiatives on HP’s areas of operations
Build content based on customers’ requirements and manage and collaborate with the remote MS team for advanced scripting
Provide new insights to integrate HP with existing solutions and internal processes
Work with the CSMs to position HP with customers’ service owners
Deliver service elements against a set of Service Levels
Identify and deliver against agreed use cases
Work with the Account teams to support the operationalization of Nexthink inside the Customer organization
Prepare weekly, monthly and quarterly reporting both internally to the Managed Services’ management and also to the customer
Prepare all customer facing and internal deliverables
Coordinate and communicate about all aspects of the Managed Services activities with other teams, such as Sales, Support and Customer Success
Escalate internally and externally when required
Stay current on product development/releases to a level required for the above activities;
Skills and Qualifications
Required:
BA/BS preferred in computer science, computer engineering
Minimum of 5 years of experience in technical consulting, analytics & automation
Demonstrated skills in data analysis
Drive to provide actionable insights and automation
Experience of transformation projects (e.g. Win10, O365)
Extensive technical knowledge of end user computing
Collaborative ability to work with dispersed teams, such as the CTOs, product management and support, to get the right solution delivered and drive feature innovation gathered from customer input
Deep knowledge of IT operations
Ability to learn new technologies quickly
Demonstrated ability to collect and manage customer feedbacks, understand customer pain points, and provide viable solutions
Excellent communication, social awareness, customer facing and teamwork skills
Exceptional problem management skills
Ability to handle challenging environments
Enthusiasm for working in an international, collaborative and fast-paced environment and learning new technologies
Excellent knowledge of Microsoft Windows and Linux clients and its applications
Preferred:
Practical knowledge of SQL, XML, windows PowerShell,
Practical experience of data integration methods and technologies,
Relevant software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics.