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Endpoint Reprovisioning Service Manager
hace 4 meses
Job Description:
We are currently looking for a colleague within our Customer Support and Services Delivery organization, responsible for end-to-end management of the Personal Systems reprovisioning services from the customers' requirements collection phase up to the design, implementation, testing, delivery to customers and change management.
You will be acting within a very dynamic and international environment: delivery partners and business teams located in every region of the world and engineering teams in the US.
- Lead multiple projects from getting customer reprovisioning services requirements to enable operations, meet overall TAT and quality goals.
- Provide consultancy to sales team recommending the right services according to customer's requests.
- Involve the right stakeholders, set the right expectations, communicate process steps and timelines.
- Participate in Requests for Proposals (RFPs) and Solution Design with customer and HP teams, assist in opportunity qualification and risk assessment. Insure the right followup on customer specifications changes.
- Acts as Subject Matter Expert (SME) providing guidance related to reprovisioning services.
- Lead feasibility studies with relevant teams to find out if the customer's requirements are feasible.
- Drive and coordinate the services delivery with WW Engineering team, CS Supply Chain and Field teams.
- Track the details about the project progress, drive the communication with transition managers and sales.
- Coordinate the proof of concept with the customer and delivery partners.
- Manage escalations effectively (if technical problem, delay or customer escalation) by driving the resolution plans.
- Bachelor's or Master's degree in Engineering, Computer Sciences, or equivalent field
- Experience 5+ year in IT Services and/or Supply Chain. ITIL certification is a plus.
- Customer engagement related experience would be an advantage
- Strong planning, organizational and time management skills.
- Project management skills and associated tools.
- Ability to effectively manage multiple projects simultaneously.
- Strong analytical and problemsolving skills.
- Excellent verbal and written communication skills; fluent in English.
- Ability to effectively communicate plans, proposals, and results.
- Strong leadership skills (driving attitude, results oriented, proactive followup).
- Demonstrated business acumen, understanding of business strategy.
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