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About the Role

This role is responsible for delivering advanced service management to a leading Service Provider, managing the delivery of services designed to enable Customer Success. Responsibilities include the overall planning, organizing, directing, controlling and delivery of services prioritized in alignment with client expectations and business needs.

Responsibilities

Manage customer engagements with a clear ability to prioritize work, while considering both customer and HPE Networking requirements.
Deliver high-level achievement in cross-functional organizations.
Manage complex issues where analysis of situations or data requires an in-depth evaluation of variable factors whilst delivering regular customer updates.
Develop and maintain positive relationships with partners/customers and HPE 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 HPE 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 Networking resources and providing executive level communication.
Back up other Service Managers when they are not available.

Requirements

Bachelor’s degree or equivalent.
Total industry experience 7+ years with experience in 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 have strong data analysis skills.
Strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
Demonstrated 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.

Skills

Cloud networking
IP-based networks
Automation
Routing/switching
IP networking
Microsoft Office
Data analysis
Communication
Interpersonal skills
Leadership
Project management
Risk management
Relationship building
Customer management
ITIL processes

Location

Sydney

Work Type

Hybrid
Full-time

Experience Level

Expert
7+ years industry experience
3+ years management experience

Education Level

Bachelor’s degree or equivalent

Benefits

Comprehensive suite of benefits that supports their physical, financial and emotional wellbeing
Personal & Professional Development programs
Unconditional Inclusion

About the Company

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.
We help companies connect, protect, analyze, 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 know varied backgrounds are valued and succeed here.
We have the flexibility to manage our 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.

Equal Opportunity

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities.
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 made on the basis of qualifications, merit, and business need.
Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.