Managed Services Manager - SG CAT2A

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

Job Family Definition:

The Account Delivery Manager is a direct client contact position responsible for leading delivery of all high value and in- scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met. The ADM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. The ADM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The ADM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities. The ADM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The ADM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. The ADM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities:

• Develops and nurtures senior mgmt relationships with the customer.
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
• Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
• Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
• Ability to effectively and proactively manage risk for medium to high risk projects.
• Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
• Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• Negotiates with and manages 3rd party vendors contributing to contractual requirements.
• Identifies incremental revenue opportunities and supports pursuit activities.
• Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
• Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

Education and Experience Required:

• First Level University Degree or equivalent combination of education and experience.
• 3 - 8 years relevant business experience.
• Multi cultural and x-country experience desired ITIL/ITSM experience.

Knowledge and Skills:

• Ability to build & manage strong customer relationship at the senior level.
• Strong influence & negotiation skill.
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
• Ability to proactively & effectively manage risk on medium to high risk projects.
• Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
• Ability to develop & present high impact message to senior level management.
• Excellent communication skills: verbal, written & presentation.
• Industry sector knowledge (finance, manufacturing, etc.).
• Crisis & conflict management.

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements {+ 5 more}

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.

Diversity, Inclusion & Belonging

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

#singapore

Job:

Services

Job Level:

Expert

Hewlett Packard Enterprise is EEO F/M/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.