Service Segment Manager

Service Segment Manager

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:

At Hewlett Packard Enterprise (HPE), you will be an integral part of a diverse team with curious minds focused on changing the way we live, work and play. We are a dynamic, fast-pace culture that thrives on partnering with and supporting our customers in making bold moves to revolutionize the world and make a difference for humanity. At HPE you will,

• Be part of an industry leading and innovative organization

• Join a friendly, collaborative atmosphere that fosters teamwork and connections around the world

• Have opportunity for career advancement through professional development, mentoring and networking

• Contribute to a great company culture that thrives on creativity, passion and success of our customers and team members

In this role:

Manager partners closely with stakeholder delivery organizations to manage staff performance and solve common and complex business/technical issues within established policies. Key focus is to ensure team results by supervising scope, schedule, resources including staff development and recruitment, finances and risks.

• Develops and maintains a strong trusted relationship with direct reports, customers, cross-functional teams, and executives

• Plans, manages and monitors operational/tactical activities of staff including strategic issues, recruitment and development of direct staff members

• Supports team in execution of responsibilities removing barriers when necessary

• Creates a challenging and rewarding work environment that is conducive to individual growth and high performance

• Fosters an open, engaging & pro-active collaboration-style within the team and across the stakeholder community

• Enables people skills development through appropriate actions identified and executed

• Strives to develop/retain talents and to improve the Employee Engagement Index

• Spends quality time on performance/development conversations and provides meaningful and fair feedback to team members

• Drives organization’s business goals and initiatives ensuring successful implementation within the organization

• Provides guidance on process improvements and recommends changes aligning to business tactics and strategy for area of responsibility

• Quickly establish stakeholder relationships and leverage clear, concise communication to maintain alignment and manage expectations

• Escalates major delivery issues to appropriate management level with recommended solutions

• Assures compliance with the company and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes

• Takes accountability for ensuring and enabling Operational Excellence (Customer Satisfaction, Operational KPI’s) for the supervised business/es

• Manages & drives operational & customer satisfaction performance, Corrective Action Management to meet the operational indicators and business objectives

• Leverages active listening and observation to identity risks/problems and proactively recommend and implement innovative solutions to mitigate/eliminate

• Participates in driving the strategic development of operational capabilities (Long-term Planning & Scalability, Skills, Operational & Process Infrastructure, Operation & Cost Evolution)

• Participates actively in change & transformation programs that span across the organization and all Delivery Motions. This can be process, tool or technology related.

Education and experience required:

• Bachelor's or master’s degree in IT, Engineering, Operations Management, Business or related discipline

• 2+ years people management experience

• 3+ years related experience in technical customer support with proven operations management abilities.

• Experience in a technical role within HPE (TAM, TC, RTCC, ERT, etc..) is required.

Knowledge and skills:

• High fluency in French and English - both written and verbal

• Proven leadership abilities

• Good understanding of technology solutions

• Ability to identify technology trends and assess their impact on HPE’s products and services.

• Ability to develop meaningful relationships, network, rapport and trust in a remote model

• Ability to lead and coordinate large teams, including virtual management

• Excellent communication and persuasion skills: verbal, written & presentation

• Solutions oriented mindset

• Cultural sensitivity as works across multiple geographies

• Develops & consistently applies Quality & Continuous Improvement Plans

• Ability to work in a dynamic environment, manage multiple priorities and meet deadlines

• Self-starting with desire to learn quickly and develop skills

• Collaborative, team player who can lead others

• Critical thinking and problem solving

• Active listening, influencing and negotiating

• Crisis and conflict management

• Experience in supporting lead generation and account growth

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, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 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.

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

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.