About the job
The Managed Services Manager (MSM) plays a pivotal role, combining project management expertise with exceptional customer service skills and a solid understanding of technology. Acting as a management partner, the MSM is integral to the customer's IT management framework. Key responsibilities include:
- Collaborating with customers to implement industry best practices (ITIL/ITSM), ensuring the service delivery team is well-informed about critical IT services and business goals.
- Overseeing customer relationship management and the comprehensive delivery of service solutions, serving as the primary IT management contact for all service-related matters, technical escalations, and integration initiatives.
- Acting as the customer's advocate within HPE for all service-related issues and actions.
- Establishing clear objectives and developing action plans to achieve desired results, effectively communicating progress and solutions to management and peers.
- Providing leadership and direction to the GMS support teams aligned with organizational vision and strategic goals.
- Demonstrating a deep understanding of corporate policies, products, markets, and business management principles.
- Continuously seeking process improvements to meet business objectives and enhance departmental success.
- Holding team members accountable for achieving organizational goals and recognizing individual contributions.
- Exhibiting skills in management, planning, problem-solving, innovation, analysis, communication, and negotiation.
Additional Responsibilities
- As the assigned Managed Services Manager, you will coordinate with the Assigned Account Team (AAT) to manage customer relationships and service delivery for GMS solutions. The MSM is an experienced Program Manager and Escalation Manager, responsible for the overall delivery of GMS solutions.
- Value to each GMS customer is derived from the MSM acting as an HPE Pointnext Services partner, enhancing their IT management structure.