Senior Service Manager – Networking at Hewlett Packard Enterprise
Location: Sydney, New South Wales, Australia. Hybrid: 2 days per week from an HPE 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, analyse, 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 value varied backgrounds and succeed here. We have flexibility to manage 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
Working within the Juniper team and reporting to the Service Delivery Leader, this role delivers advanced service management to a leading Service Provider. The Service Manager manages the delivery of services to our key customer designed to enable Customer Success. Responsibilities include overall planning, organising, directing, controlling and delivering a number of services prioritized in alignment with the client's expectations and business needs.
Your Key Responsibilities
* Manage customer engagements with a clear ability to prioritise work, while considering both customer and HPE Juniper Networking requirements.
* Deliver high-level achievement in cross‐functional organisations.
* Manage complex issues where analysis of situations or data requires an in‐depth evaluation of variable factors while delivering regular customer updates.
* Develop and maintain positive relationships with partners/customers and Juniper sales and service sales teams in order to assist in identifying new opportunities.
* Build a trusted advisor relationship.
* Be intimately familiar with the customer's technical goals and initiatives and provide key insights to the wider support team.
* Deliver strong presentations through exceptional interpersonal skills.
* Coordinate corporate resources as they pertain to the support of the account.
* Exercise good judgement in selecting methods, techniques and evaluation criteria for obtaining solutions.
* Support all post‐sales account activity including monitoring, managing and auditing case progress.
* Facilitate training and advanced services opportunities.
* Operate with little instruction on all work.
* Facilitate roadmap discussions when requested by the customer, in conjunction with the account team.
* Develop an account plan for assigned accounts in line with strategy developed elsewhere; forecasting resources and preparing schedules.
* Provide information on next releases and proactive communication about known issues.
* Conduct quarterly Operations Reviews to review Juniper product and support performance.
* Prepare and deliver Post‐mortem/Root Cause Analysis on both technical and process issues.
* Proactively understand client needs and identify solutions to non‐standard tasks/queries.
* Regularly audit and assess network support against customer service contracts.
* Drive efficient resolution of escalated situations coordinating HPE Juniper Networking resources and providing executive‐level communication.
* Back up other Service Managers when they are not available.
About You
* Bachelor's degree or equivalent.
* 7+ years of industry experience, supporting large, complex cloud and IP‐based networks.
* Minimum 3 years experience managing customer service support personnel in cross‐functional, matrixed work environments.
* Passion for automation, routing/switching and related technologies.
* Solid technical understanding of IP networking.
* Proficient with Microsoft Office and strong data analysis skills.
* Strong communication, interpersonal and leadership skills; history of high‐level achievement in cross‐functional organisations.
* Ability to manage multiple projects and work productively under pressure.
* Detailed understanding of ITIL processes and risk management.
* Expert relationship building and customer management skills.
Additional Skills
Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross‐Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Design Thinking, Empathy, Follow‐Through, Growth Mindset, Intellectual Curiosity, Long‐Term Planning, Managing Ambiguity.
Benefits
Health & Wellbeing: comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
Personal & Professional Development: programmes to help you reach career goals.
Unconditional Inclusion: inclusive environment celebrating individual uniqueness.
Contact & EEO Statement
HPE is an Equal Employment Opportunity/Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are based on qualifications, merit, and business need. HPE complies with all applicable laws related to employer use of arrest and conviction records.
No Fees Notice & Recruitment Fraud Disclaimer
Hewlett Packard Enterprise will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. Any candidate who relies on fraudulent employment agencies does so at their own risk; HPE disclaims liability for any damages or claims that may result from such communication.
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