Account Support Manager

Account Support Manager

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Open up opportunities with HPE.

**_ Management Level Definition:_**

**_ Responsibilities: _**
- Act as single point of contact for assigned Customer accounts
- Own the overall Account Support Plan by integrating technical & ITSM knowledge and business understanding to create & support IT managed services & support solutions for customers.
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- Hold team meetings, operational/business reviews with Customers on performance management to tracks progression of unit goals and objectives related to the account.
- Accountable for the quality of the service and delivery of SLAs and performance metrics
- Lead & provide timely responses to Customer as part of escalation process.
- Continually reviewing and identifying service improvements, whilst managing client commercial expectations and delivery of SLA commitments.
- Resolve single
- and cross
- technology incidents independently. Work with team members & vendors to resolve unusually complex or cross
- technology incidents.
- Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Identify additional services that could lead to future service revenue growth.
- Provide technical & industry consulting during contract renewal discussions.
- Build and maintain strong relationship up to senior management level in assigned accounts.
- Lead cross-team or large programs/projects & coach or guide junior consultants if opportunity arises in the account.

**_ Education and Experience Required: _**
- Bachelor's degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired.

**_ Knowledge and Skills: _**
- Strong domain & practice knowledge particularly in enterprise IT managed Infra, both on premise and cloud & Datacenter support services.
- Track record as a Service Delivery leader managing either an in-house or out-sourced service for IT or Data Center operations & led operational teams, working on-site and remotely.
- Familiar with technology and tool set that operate in such outsourced environment in datacenter or/and end user work space that drive automation, standardlisation & productivity.
- Proven operational & finance management ability: measuring and reporting on operational & project profit & loss (P/L) performance, assessing position and taking appropriate and effective management actions
- Knowledge of and ability to effectively utilize IT Helpdesk / Service Management tools and core management systems.
- Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
- Broad knowledge of corporate organization, job, and policies to work with multifunction teams.
- Strong presentation skills to communicate tactfully with diplomacy up to senior management levels within an organization.
- Active listening skills and ability to adjust messages to audience level to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
- Sound organizational, inter-personal communication, influencing, problem solving and negotiation skills.
- Demonstrate strong & confidence in organizational, inter-personal communication, influencing, problem solving and negotiation skills (proactive, reactive and creative).
- ITIL certification, Project Management or other relevant qualifications are preferred.

Join us and make your mark

We offer:

- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

**Job**:
Services
**Job Level**:
Specialist

**Hewlett Packard Enterprise is EEO F/M/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.