Delivery Operations Lead

hace 5 horas

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 Customer is as a managing partner with the Customer and an integral part and extension of the Customer's IT management structure.
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 HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives.
Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise.
Builds positive working relationships with all members of the HPE team.
Leverages experience and knowledge through information sharing.
Responsible for the overall delivery of the Service solution.
The DOL is the Customer's single IT management focal for all service-related issues, technical escalations, and customer integration actions.
The DOL 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.
Effective at establishing overall goals and developing action plans to achieve results, has a keen sense of what, when, and how to communicate information to management and peers and the actions that are taken and possible solutions.
Provides direction and leadership to the support+ team and peers based on organization's vision and strategic direction.
Strives to make continuous improvements to key processes, and seeks to meet business objectives while contributing to the overall success of the department/organization.
Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, and motivates and recognizes individuals within team.
Responsibilities also include resource and business management to the annual plan of record and, in conjunction with, Aruba, Global Solution Centers, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by HPE Services.
ITIL and PMP certifications are expected.
Acts as Escalation Manager - handles all team escalations and elevations.
The DOL is responsible for communicating and coordinating with the Customer during the engineering elevation process.
The DOL is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.
During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved.
Responsible for all service-related issues, if necessary during outage situations, the DOL will coordinate and manage the Action Plan for the HPE activities, service event management, process flows and administration.
Ensures that the support Service is delivered in conformance to the SOW, management of the scope of services, is responsible for service procedures, and coordinates closely with internal HPE organizations (field delivery and engineering organizations).
Responsible for and conducts the Quarterly Service Review with the Customer or defined review times.
Responsible for statistical analysis and trends in conjunction with the proactive services and Quarterly or Weekly Service Review.
**Qualifications**:

- 2 years recent experience at Hewlett Packard Enterprise
- Four years of university education in a technical field or equivalent experience.
- A professional degree or equivalent experience and 5+ years related experience.
- Basic knowledge of one or more of the following technologies: Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Networks,, Microsoft Exchange, or Microsoft Windows.
- Demonstrated English verbal, written, and typing skills.
- Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level
- Team player and mentor
- Account management skills are preferred
- Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
- ITIL/ITSM certification desired.
General Description: Exceptional customer skills.
Has a higher workload.
Can accept, plan, and execute large projects as well handle multiple types of customer problems.
Can translate customer requirements and issues into action plans.
An DOL is regarded as an advisor to the customer and is able to work in a crisis situation.
Mentors team members.
Demonstrates knowledge of corporate organization and policies.
Demonstrates business, and program functional knowledge at the expert level.
Demonstrates a

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