Technical Delivery Manager

hace 2 semanas

San Francisco, Heredia, Costa Rica HP Inc. A tiempo completo

Role Description

At HP, we believe in the power of ideas. Our vision is to create technology that makes life better for everyone, everywhere. CS Contractual Category is committed to driving transformation, growing the services business, meeting its financial and operational commitments and enable revenue growth. As part of our strategy to enable growth and engineer amazing user experiences, we are creating a Global Services Delivery Tower (GSDT). The GSDT will be focused on managing the Internal IT services delivery (HPonHP), including PC lifecycle management, PC Device management, Onsite and Remote support (Tech and Cloud Café), SCCM and Image management, on one side and expanding this responsivity and capabilities to support external customers and adding additional capabilities, including proactive support, HP TechPulse, Nexthink, MS End-Point-Management, etc.

The SDM manages the delivery of scoped Managed Services to Proactive Insights and Proactive Insights Experience Manager customers for the Proactive Device Management team. They play a pivotal role in supporting the customer to realise value from the platforms, and as such will be working closely with the Customer Success Manager and the Account Manager to ensure that the Managed Service is aligned with the account success plan, and with the value metrics being tracked for the customer.

The role will coordinate the daily activities of the Managed Services team, and oversee the request queue, focusing on the highest priorities and the biggest impact to the customer, while providing quality assurance, and delivering within the agreed service levels.

The role is a combination of technical and business skills; having the ability to assess technical requests, troubleshoot platform issues, and also to be able to explain the service, how it is supporting the customer strategy, and the value to stakeholders at all levels within the customer.

Responsibilities

  • Act a single point of contact for the customer for all managed service elements in scope
  • Participate in the Customer's steering group meetings
  • Advise on and be part of the Customer's governance for HP
  • Gather customer's requirements, analyse and provide feedback
  • Effectively handle customer requests and priorities
  • Understand Customer Digital Experience goals, strategic plans and constraints in order to advise on the best use of PIXM service
  • Conduct analysis of Customer's data and provide actionable insights to customers
  • Identify and justify automation opportunities based on value to the Customer
  • Support customer's initiatives on HP's areas of operations
  • Build content based on customers' requirements and manage and collaborate with the remote MS team for advanced scripting
  • Provide new insights to integrate HP with existing solutions and internal processes
  • Work with the CSMs to position HP with customers' service owners
  • Deliver service elements against a set of Service Levels
  • Identify and deliver against agreed use cases
  • Work with the Account teams to support the operationalization of Nexthink inside the Customer organization
  • Prepare weekly, monthly and quarterly reporting both internally to the Managed Services' management and also to the customer
  • Prepare all customer facing and internal deliverables
  • Coordinate and communicate about all aspects of the Managed Services activities with other teams, such as Sales, Support and Customer Success
  • Escalate internally and externally when required
  • Stay current on product development/releases to a level required for the above activities;

Skills and Qualifications

Required:

  • BA/BS preferred in computer science, computer engineering
  • Minimum of 5 years of experience in technical consulting, analytics & automation
  • Demonstrated skills in data analysis
  • Drive to provide actionable insights and automation
  • Experience of transformation projects (e.g. Win10, O365)
  • Extensive technical knowledge of end user computing
  • Collaborative ability to work with dispersed teams, such as the CTOs, product management and support, to get the right solution delivered and drive feature innovation gathered from customer input
  • Deep knowledge of IT operations
  • Ability to learn new technologies quickly
  • Demonstrated ability to collect and manage customer feedbacks, understand customer pain points, and provide viable solutions
  • Excellent communication, social awareness, customer facing and teamwork skills
  • Exceptional problem management skills
  • Ability to handle challenging environments
  • Enthusiasm for working in an international, collaborative and fast-paced environment and learning new technologies
  • Excellent knowledge of Microsoft Windows and Linux clients and its applications

Preferred:

  • Practical knowledge of SQL, XML, windows PowerShell,
  • Practical experience of data integration methods and technologies,
  • Relevant software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics.

Equal Opportunity Employer (EEO):

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).


  • Managed Monitoring Services- Technical Delivery

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

    Technical Delivery ManagerResponsibilities Act as a single point of contact for the customer for all managed service elements in scope Participate in the customer's steering group meetings. Advise on and be part of the customer's governance for HP. Gather customers' requirements, analyze them, and provide feedback. Effectively handle customer requests and...

  • Technical Account Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionAbout us, but we'll be brief:Experian is the world's leading global information services company. During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to...

  • Technical Account Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company Description About us, but we'll be brief**Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've...

  • Senior Staff Technical Program Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Team & RoleIn Global Product Operations, we are dedicated to enhancing work effectiveness. We constantly focus on our clients, striving to deliver top-notch products that embody ServiceNow's core values: innovative, secure, compliant, and punctual. It's our responsibility to guide our products to the finish line and integrate them seamlessly into our...

  • Service Delivery Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    The IT Project Management - Service Delivery Manager. provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and...

  • Technical Account Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Workday Costa Rica S.R.L. A tiempo completo

    About the RoleWorkday Support is seeking a dedicated, ambitious Technical Account Manager with a passion for customer relations. We need a self-motivated pro with technical acumen who consistently shows commitment to customers and Workday teammates. The perfect candidate will bring strong communication and project management skills, along with a solid...

  • Delivery Operations Lead

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Delivery Operations Lead (DOL)This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers' outcomes from their digital transformation.Delivery Operations Lead (DOL) - Key value to the...

  • Storage Remote Technical Support Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica IBM A tiempo completo

    IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...

  • Technical Program Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Job DescriptionTeam & Role We are looking for skilled and experienced Program Managers to lead our Operational Center of Excellence (COE) for Program Management. As a Program Manager, your main responsibilities will include developing, implementing, and enhancing program management methodologies, processes, and best practices throughout our organization. You...

  • Staff Technical Program Manager

    hace 1 semana

    San Francisco, Heredia, Costa Rica ServiceNow, Inc. A tiempo completo

    At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that...

  • Project Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Hangar Worldwide A tiempo completo

    , The Project Manager reports to a Program Manager. Works closely with Directors and Subject Matter Experts, designers, developers, and quality to ensure flawless project execution, efficient resource allocation, project financial sanity, and client satisfaction. They support growing project delivery discipline and help to develop processes, documentation,...

  • Project Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Critical Mass A tiempo completo

    The Project Manager reports to a Program Manager. Works closely with Directors and Subject Matter Experts, designers, developers and quality to ensure flawless project execution, efficient resource allocation, project financial sanity and client satisfaction. He/She supports grows project delivery discipline and helps to develop processes, documentation,...

  • Delivery Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Moody's A tiempo completo

    Role/Responsibilities: Lead projects which are broad in scope, interdependent, high risk, high impact, have medium to long term implementation time frames and are cross functional. Project teams typically include onshore, offshore, internal, external and lead services resources, which are global in geographic focus Promotes crossfunctional interaction within...

  • Sr Staff Technical Program Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Sr Staff Technical Program Manager

    hace 4 semanas

    San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Sr. Delivery Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Moody's A tiempo completo

    Develop and maintain project plans and schedules, in collaboration with development teams and other stakeholders. Create and maintain ongoing reporting to track key performance indicators (KPIs) and provide insight to stakeholders. Foster a culture of continuous improvement, encouraging innovation and driving positive change within the organization Encourage...

  • Sr. Technical Project Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Encora A tiempo completo

    Our company:Encora is a global Software and Digital Engineering company that helps business overcome the Software Engineering Talent shortage and provides next-gen services and such as Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation. We count with 16 global offices and 25 innovation labs.Our Software...

  • Project Manager Iv

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Object Technology Solution A tiempo completo

    OTSIObject Technology Solutions, Inc) has an immediate opening for a Project Manager IVPROJECT MANAGER IV (HYBRID/HEREDIA)MAJOR RESPONSIBILITES: Assist senior project manager with tasks involving workplace software projects, including responding to queries, updating project data and preparing presentations. Develop, maintain and monitor project plans which...

  • Technical Program Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Databricks A tiempo completo

    P-989Do you excel at driving operations at scale? Are you anticipating the needs of customers and driving process improvements to ensure their success? Are you passionate about the cloud and building relationships across organizations? If you are, then join us on the cutting edge at DatabricksWe're building a team of passionate Technical Program Managers to...

  • HR Delivery Partner

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Human Resources (HR) Delivery Partner is an intermediate level position responsible for the delivery of day-to-day HR support in coordination with the Human Resources team. The overall objective of this role is to provide a broad range of HR services to client groups within Citi.Responsibilities: Ensure proper management for all cases assigned to the...