Managed Monitoring Services- Technical Delivery

hace 2 semanas


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

Technical Delivery Manager

Responsibilities

  • 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 priorities.
  • Understand Customer Digital Experience goals, strategic plans, and constraints to advise on the best use of PIXM service.
  • Analyze customer's data and provide actionable insights to customers.
  • Identify and justify automation opportunities based on value to the customer.
  • Support customer initiatives in 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 reports internally for the Managed Services' management and the customer.
  • Prepare all customerfacing and internal deliverables.
  • Coordinate and communicate 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 or 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 with transformation projects (e.g., Win10, O365)
  • Extensive technical knowledge of enduser 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 feedback, understand customer pain points, and provide viable solutions.
  • Excellent communication, social awareness, customerfacing, and teamwork skills
  • Exceptional problem management skills
  • Ability to handle challenging environments
  • Enthusiasm for working in an international, collaborative, and fastpaced environment and learning new technologies

Preferred:

  • Practical knowledge of SQL, XML, windows PowerShell,
  • Practical experience with data integration methods and technologies,


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