Managed Services Manager

Role Description

Managed Services Manager (MSM) is a role, where the individual is expected to have both project management skills and customer handling skills along with fair knowledge of technology. An MSM is of key value to the customer who acts as a management partner, an integral part and extension of the Customer's IT management structure. The major responsibilities of an MSM are as follows:

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partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the HP service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives.

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Responsible for customer relationship management and for the overall delivery of the Service solution. Acts as Customer's single IT management focal for all service-related issues, technical escalations, and customer integration actions.

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Serves as the customer's single point of contact for all service issues and actions and is the customer's remote service advocate within HPE.

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Responsible to effectively establish overall goals and develops action plans to achieve results and has a keen sense of what, when and how to communicate information to management and peers about the actions taken to reach possible solutions.

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Provides direction and leadership to the GMS support teams based upon organization vision and strategic direction.

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Demonstrates broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.

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Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/ organization.

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Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates and recognizes individuals within team

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Demonstrates skills in management, planning, problem solving, innovation, analysis, communication and negotiation

Other major Responsibilities

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HPE will assign a named Managed Services Manager (MSM) to coordinate with the Assigned Account Team (AAT), the GMS customer relationship and service delivery for GMS Solutions. The MSM is an experienced Program Manager and Escalation Manager. The MSM is responsible for the overall delivery of the GMS solution and acts as the customer’s single IT management focal for all service-related issues, technical escalations, and integration actions. The MSM serves as the GMS customer’s single point of contact for all AAT service issues and actions and is the remote service advocate within HPE.

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The MSM’s value to each GMS customer is as an HPE Pointnext Services partner, an integral part and extension of their IT management structure, which results in less customer management engagement (reducing the customer’s management load/tasking).

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Responsible for seamless onboarding of accounts into GMS operations by working with the transition manager to ensure operations readiness

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Act as the customer’s advisor, not only resolving issues, but also guiding the digital transformation journey by helping the customers visualize longer-term strategic initiatives. Ensure highest level of customer satisfaction is achieved by providing data-driven insights about quality-of service delivery, IT assets & resources

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Be the primary point of contact for all GMS relationship management and escalation needs, business or technical.

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Manage the account end-to end by collaborating with cross-functional teams and spearhead internal/external communication

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The MSM partners with their customers to utilize industry best practices to ensure that the AAT works with each customer’s IT service management team to help ensure that all other members of the HPE Pointnext Services delivery team are fully knowledgeable about their critical IT services and business objectives.

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The MSM role is available twenty-four (24) hours a day, seven (7) days a week and manages escalations. HPE will maintain primary escalation points of contact. This provides for a seamless transition of management of escalation support for each GMS customer.

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The MSM can escalate calls from the AAT to an extended level of support, which may involve additional technical resources, Product Engineering, the account management team, and/or senior management. The MSM will follow HPE’s guidelines for escalation; however, the MSM may choose to engage other resources sooner, if necessary, for problem resolution. The MSM is responsible for developing, updating, and distributing the Outage Communications and Action Plans and RCA.

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The MSM is also responsible for alteration to the GMS Service scope or deliverables (e.g. change in service levels or add or remove deliverables, products, version or configuration of the product, the volume of product(s), or site) that affects this GMS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.

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The MSM may engage in Product engineering when:

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A customer’s technical problem has exhausted the capability of the GMS technical team to provide a resolution, including, but not limited to, problem duplication.

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A design problem is apparent or highly suspected or design-level expertise would be needed to determine the exact nature of the problem.

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The MSM is responsible for communicating and coordinating with customers during the engineering elevation process. S/he is further responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. The engineering elevation continues through the problem resolution process and ends when the customer’s situation is resolved.

Essential Skillset

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Certification - PMP/Prince2/ITIL Preferred

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Prior experience in managed Services with enterprise clients a plus

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Knowledge of technology fundamentals and trends is essential

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Excellent ability to influence across and up – achieving/beating expected business outcomes

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Demonstrates strong business, program and analytical skills - breaks down business challenges into solutions with a clear path forward

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HPE Corporate Citizenship: Partnership – Action - Innovation

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Leadership: Forming and leading teams to successful outcomes by eliminating barriers and delivering results.

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Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking and performance.

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Accountability: Own and drive results with a sense of urgency

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Personal Development: Manage your career portfolio

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Innovation: Demonstrated passion and excellence by contributing to growth, cost savings and simplification.

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Consultative Drive: Recognized as a trusted advisor and leading expert.

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Team Approach and Collaboration: Leverage strengths across the team to achieve optimal & expedited results.

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Ability to understand risk and develop mitigation plans - knows how and when to accelerate for success

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Has in-depth experience with key practices, processes and methodologies applicable to project management

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Strong business acumen with experience working in a variety of industries and IT areas

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Must have demonstrated aptitude to understand a variety of technical domains and strategies regarding opportunities, challenges, risks and business impact

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Agile approach in personal work style, with the ability to be flexible and adept in dealing with and resolving ambiguity

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Track record of building successful relationships, internally and externally

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Excellent verbal, presentation and written communication skills including creating usable documentation and tools

Education and Experience Required

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Degree in a related technical field

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Demonstrated Program Management skills and high organizational skills required, ITIL & PMP certification desired.

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5+ years of experience managing, complex and transformative IT programs and projects such as software development, datacenter migrations or cloud computing strategies

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Demonstrated English verbal, written, and typing skills.

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Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level

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Team player and mentor

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Account management skills are preferred.