HPC AI-BU District Service Manager (DSM), Onsite -- Memphis, TN (Information Technology)

HPC AI-BU District Service Manager (DSM), Onsite -- Memphis, TN

  

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:

Responsible for the overall management of a service segment of significant scope and complexity at the country, region or worldwide level. Includes but is not limited to development, implementation and governance of product service or solution portfolio lifecycle management, revenue growth programs through the appropriate routes to market. Includes but is not limited to achieving revenue, profit and/or TCE goals for that segment/entity.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. 

Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

Location: Memphis, TN

Onsite Daily

Responsibilities:

Service Delivery:

• Work closely with the Site Team Leads to plan, direct, and monitor operational/tactical activities of technical on-site team.
• Manage / coordinate customer escalations, and escalations of technical, process, or materials issues encountered by field team
• Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.
• Responsible for the full understanding of the service contract and associated terms and conditions.
• Proactively identify, report on, and close risks to Service Level Agreement (SLA) or customer satisfaction
• Meet business and operational targets by managing core site and business metrics - Key Performance Indicators (KPIs)
• Routine status updates to Services Geo Lead (Director)

Inter-team relations:

• Establish and manage relationships with customers.
• Establish and maintain close collaborative relationship with the sales account team and stakeholders.
• Regularly visit sites to field teams and customers (approximately 25% travel)
• Integrate technical knowledge and business understanding to create solutions for customers.

Team Management:

• Direct manager of site team personnel across multiple field sites (typically 1-4 sites, 10-25 people including site leads)
• Recruit and support development of direct staff members.
• Provide coaching and leadership to assigned technical staff.
• Manage administrative activities such as one-on-one feedback, annual performance reviews, payroll, approving of time off, promotion nomination packages, etc.
• Proactively gauge current and 6–12-month outlook of required head count, considering site revenue and budget
• On-board new team members general needs (e.g. HPE IT, payroll, benefits, leave, etc.)

General:

• Responsible for the overall business success of a set of services, solutions, or a sub- set of the portfolio, product family, or functional segment. Establishes strategies and business plans to support business goals and initiatives by driving profitable growth and TCE.
• Manages and monitors performance of product and service business metrics (e.g., attach, penetration, revenue, TCE); delivers recovery or action plans for exception issues.
• Identifies and drives process improvements for services route to market, delivery, business operations, and individual and team productivity to improve overall effectiveness.
• Creating and foster a mutually beneficial relationship with Product Business Groups, Alliance partners, Services functional and support teams, and Regional Business Development Manager, Sales, Solution Partners Organization, and delivery functions.
• Focal point for functional team issues and resolution.
• Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
• Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding. Achieves diversity and other HR goals.

Knowledge and Skills:

• Bachelor's degree preferred or equivalent experience.
• Five to ten years of related experience in customer support in a technical environment with proven managerial abilities.
• 3-10 years of small to medium team (3-25 people) team lead experience as HPC Field Team Lead or similar
• Experience in a dynamic environment / adaptable to change / receptive to constructive feedback
• 360-degree relationship and communication to peers, junior staff, leaders, and customers

Education and Experience Required:

• Typically 8+ years to establish proven track record in Service Business Management Established management background of high level individual contributors (leading teams).
• Typically first level and advanced level university degree.

#unitedstates

Accountability, Accountability, Action Planning, Active Learning (Inactive), 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.

#unitedstates

#operations

Job:

Services

Job Level:

Manager_1

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $101,900.00 - $234,500.00

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.