Service Delivery Manager – HPE GreenLake Managed Services (Open)

Service Delivery Manager – HPE GreenLake Managed Services (Open)

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

Key Responsibilities:

• Own end-to-end service delivery and ensure contractual SLA/KPI compliance
• Act as the primary customer interface for delivery governance, escalations, and service improvement discussions
• Drive ITIL and ITSM best practices across Incident, Change, Problem, Event, and Service Request management
• Manage and mentor high-performing delivery teams, fostering accountability and collaboration
• Conduct regular operational reviews, service governance meetings, QBRs, and continuous improvement workshops
• Monitor service performance metrics and ensure proactive remediation of risks and service gaps
• Ensure process compliance aligned to ISO 20000 (IT Service Management) and ISO 27001 (Information Security Management)
• Collaborate with cross-functional teams for technical resolution, process optimization, automation, and delivery enhancements
• Drive customer satisfaction (CSAT), contract renewals, account growth, and operational innovation
• Implement service transformation initiatives, automation, and digital enablement where applicable
• Manage critical escalations and crisis situations (Major Incidents / P1 Bridge calls)

Required Skills:

✅ Strong knowledge of ITIL v3/4 Framework
✅ Hands-on experience with ITSM tools and workflows (ServiceNow, Remedy, Jira, or equivalent)

✅ Process knowledge of ISO 20000 & ISO 27001 standards.
✅ Proven Managed Services delivery experience in global enterprise environments.
✅ Strong people management, team leadership, and stakeholder management skills.
✅ Strong customer communication and governance experience.
✅ Operational excellence mindset with focus on continuous improvement.
✅ Experience in managing distributed teams and 24×7 support models.
✅ Knowledge of Incident, Problem, Change, Release, Service Request, and SLA management

Additional Skills Required for Managed Services:

✅ Working knowledge of HPE GreenLake platforms, services, and delivery models.

✅ Understanding of IaaS, PaaS, AI and Hybrid Cloud operations.

✅ Experience in monitoring tools, automation, and observability platforms.

✅ Familiarity with compute, storage, backup, networking, and virtualization technologies

✅ Experience in managing multi-tower IT service delivery (Infra, Cloud, Apps, Security)

✅ Ability to drive automation, analytics, and digital transformation initiatives.

✅ Understanding of capacity planning, availability, service continuity, and disaster recovery.

✅ Exposure to financial governance – Contract management, service P&L, and cost optimization.

✅ Comfortable in managing multi-vendor ecosystems.

✅ Strong presentation and documentation skills (SOPs, Service improvement plans, RCA, governance packs)

What you need to bring:

Eligibility & Qualification:

• Bachelor’s degree in engineering (or Equivalent).
• MBA or Master’s degree is an added advantage.
• Working knowledge in ITIL v3/4 Framework, ISO 20000 & ISO 27001 standards.
• Proven Managed Services delivery experience in global enterprise environments.
• Proven experience managing enterprise customer accounts, SLAs, and large delivery teams.
• Hands-on exposure to infrastructure, cloud, or hybrid IT managed services environments.
• Experience in multi-vendor delivery models.
• Overall Experience: 12 to 15 Years.
• Relevant Experience as Team Lead/SLM: 3 to 5 Years.
• Flexible working in 24/7 support environment.
• Minimum level should be Expert if applying as part of Internal Job Posting.

Preferred Certifications

• ITIL 4 Foundation.
• ISO 20000 / ISO 27001 awareness.
• PMP, PRINCE2, or Scrum Master (optional but beneficial)
• Cloud certifications (HPE, AWS, Azure) is a plus.

Behavioural Attributes

• Customer-first mindset with ownership and accountability.
• Strong problem-solving and decision-making skills.
• Ability to operate under pressure and manage complex escalations.
• Excellent interpersonal, cross-cultural, and leadership skills.
• Data-driven and process-oriented thinking.

Success Metrics:

• SLA / KPI compliance.
• Customer satisfaction (CSAT & NPS).
• Service improvement and risk reduction.
• Incident and escalation reduction.
• Team performance and engagement.
• Contract growth and operational excellence.
• lead teams while maintaining customer trust, SLA adherence, and service quality

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 (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 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.

Unconditional Inclusion

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

#india

#operations

Job:

Services

Job Level:

Manager_1

    

Hewlett Packard Enterprise is EEO 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.

   

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Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.