Account Support Manager

Account Support ManagerThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse 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. If you are looking to stretch and grow your career our culture will embrace you.

Open up opportunities with HPE.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities:

• Act as single point of contact for assigned Customer accounts
• Own the overall Account Support Plan by integrating technical & ITSM knowledge and business understanding to create & support IT managed services & support solutions for customers.
• Able to apply company & industry solutions to meet highly complex customer needs.
• Apply advanced technical & IT service management knowledge to operate one or more infrastructure & technology areas (e.g. server/storage/network/cloud administration, security management, change & performance management) or customer groups that are critical or high- risk.
• Hold team meetings, operational/business reviews with Customers on performance management to tracks progression of unit goals and objectives related to the account.
• Accountable for the quality of the service and delivery of SLAs and performance metrics
• Lead & provide timely responses to Customer as part of escalation process.
• Continually reviewing and identifying service improvements, whilst managing client commercial expectations and delivery of SLA commitments.
• Resolve single- and cross- technology incidents independently. Work with team members & vendors to resolve unusually complex or cross- technology incidents.
• Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
• Identify additional services that could lead to future service revenue growth.
• Provide technical & industry consulting during contract renewal discussions.
• Build and maintain strong relationship up to senior management level in assigned accounts.
• Lead cross-team or large programs/projects & coach or guide junior consultants if opportunity arises in the account.

Education and Experience Required:

Bachelor's degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired.

Knowledge and Skills:

• Strong domain & practice knowledge particularly in enterprise IT managed Infra, both on premise and cloud & Datacenter support services.
• Track record as a Service Delivery leader managing either an in-house or out-sourced service for IT or Data Center operations & led operational teams, working on-site and remotely.
• Familiar with technology and tool set that operate in such outsourced environment in datacenter or/and end user work space that drive automation, standardization & productivity.
• Proven operational & finance management ability: measuring and reporting on operational & project profit & loss (P/L) performance, assessing position and taking appropriate and effective management actions
• Knowledge of and ability to effectively utilize IT Helpdesk / Service Management tools and core management systems.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Broad knowledge of corporate organization, job, and policies to work with multifunction teams.
• Comprehensive business, technical or functional knowledge at an subject matter expert level.
• Strong presentation skills to communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
• Sound organizational, inter-personal communication, influencing, problem solving and negotiation skills.
• Demonstrate strong & confidence in organizational, inter-personal communication, influencing, problem solving and negotiation skills (proactive, reactive and creative).
• ITIL certification, Project Management or other relevant qualifications are preferred.

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

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.

Diversity, Inclusion & Belonging

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

Let's Stay Connected:

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Job:

Services

Job Level:

Specialist

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

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.