This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Job Description:

For HPE’s Global Remote Support (GRS) team, the customer is at the center of everything we do.

From Warranty to Datacenter Care, we support our customers and help them accelerate their business. Our award-winning centers support 18 languages in more than 100 countries, ensuring our customers always have the support they need. Our focus on the customer, coupled with our drive for the highest quality and constant innovation, create a center where we can build Customers for Life.

The GRS highly skilled technical teams help our customers through every stage of the new style of business, powered by IT. We provide remote (offsite) service and support; customer access; pre-sales, post-sales, and service delivery. Our technical teams focus on solving a variety of complex business system and application problems for customers, onsite engineering teams, and Authorized Service Providers on standard, specialized or highly complex systems.

Our goal is to provide a superior customer experience that is unmatched in the industry, giving our Customers the winning edge to accelerate their success.

About this role :

Leads operational project and program strategy engagement to ensure both tactical and day to day operational performance meets all scope, time, budget, quality, customer and partner expectations. Responsible for planning, managing, and implementation of operational programs within the GRS-A Solutions tower. Act as a partner and liaison across the end-to-end delivery chain representing the GRS-A in strategic and tactical level improvement efforts. A key member of the Solution Tower leadership team in recommending, defining, and implementing innovative solutions to complex delivery model challenges with a focus on delivery the optimal customer experience within cost of delivery goal.

Responsibilities:

• Manages project and program strategies and implementations
• Manages a dashboard of key operational metrics including reporting, review and corrective action management
• Working in conjunction with leadership team and employees to create and implement employee experience engagement activities that promote and support employee satisfaction and retention
• Works across towers within GRS-A to ensure seamless customer experience integration
• Works across HPE delivery model functions to ensure seamless customer experience integration
• Works with Global Delivery peers to ensure compliance to globally defined best practices
• Manages projects and programs to align with financial commitments
• Provides proactive forecasts to customer experience, operational and/or financial commitment risks
• Manages NPI/NSI implementation strategies
• Works cross functionally within GRS-A, Global and Partner organizations to identify and develop new opportunities on existing delivery model challenges
• Working in conjunction with peers, manages communication strategies across the Solutions Tower
• Operates as a resource to Solutions Tower leadership team in effectively managing priorities and initiatives across Solutions Tower
• Organizes and manages staff and operational review meetings including agenda, action items and follow up
• Frequently represents the organization to external partners and/or customers
• Acts as a lead in managing cross functional project teams
• Mentors and encourages skill development of Solution Tower resources

Preferred Education and Experience Required:

• First Level University degree.
• Project/Program Management experience or certification.

Knowledge and Skills:

• Demonstrates an in-depth understanding of key company Services' operational policies, processes and methodologies.
• Speaks with expertise to many layers of depth related to effective delivery model expertise in the services industry.
• Demonstrated ability to understand and translate customer experience goals into processes, tools and strategies that support our external customer and internal partner goals.

About Hewlett Packard Enterprise

Tomorrow belongs to the fast, and Hewlett Packard Enterprise is in the acceleration business!

To help companies accelerate, we’ve created a new company, one that defines transformation—and defies “business as usual”. In the fast-paced, quick-release environment of the future, you need to be constantly ready for change, be resourceful, and be highly adaptable to the ever-changing business landscape.

HPE is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Hewlett Packard Enterprise is not only the company best equipped to build a bridge from where enterprise IT is today, to where it needs to be, but HPE is also an incredible place to build a career. As the only company that brings it all—software, hardware, services, and talented people with the right mindset—we help organizations innovate, stay competitive, and quickly turn ideas into value.

Job:

Job Level:

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.

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.