DaaS (Device as a Service) Service Operations Manager with English and French

Описание

Job scope/summary:


The main role of the Service Operations Manager (SOM) is to support the services delivery of a custom or DaaS (Device as a Service) deal. The SOM will support directly the global services delivery team, typically the ADMs (Account Delivery Managers), by managing all of the back end operational processes & metrics between HP & the customer as well as HP & our delivery partners. Focus on scheduling & reporting but not limited to this area. SOM should support the deals in transition, providing feedback and efficient improvements to TTMs (Transition & Transformation managers), process engineers, and support other teams by providing delivery feedback when needed. Support the implementation of new services, and on-boarding of new deals. Each custom or DaaS deal will have multiple service delivery towers and depending on size, scope, & complexity of the deal the project/program manager may cover multiple deals, one deal or even a few towers in one deal.


Job specifics/responsibilities:


• Manages the customer service delivery tower(s) as defined by the SOW (Statement of Work).
• Track & monitor all services deliverables to ensure compliance to the SLAs (Service Level Agreement) as defined in the SOW and ensure data is shared & reviewed with the ADMs (Account Delivery managers) on a frequency as required by the deal structure. Included but not limited to Hardware Ordering & Delivery monitoring, Partner Delivery Scheduling & Metrics mgmt., Invoicing, Service Delivery mgmt., Deviation Mgmt., Reporting and Ad Hoc requests like stock mgmt. for example.
• Support services, automation initiatives, ensure relevant tools support.
• Raise escalations to the ADM (Account Delivery Manager) should a delivery partners performance deviate from meeting the required SLA or the customer fail to respect their duties in the SOW.
• Manages project financials for respective deals when required, including profit & loss statement support for finance via available reporting tools. Focus is on gathering all necessary data to support invoicing.
• Assists with business development which may include but not limited to.
• Identifies and develops new opportunities on current project.
• Supports qualification and opportunity assessment for small straightforward opportunities.
• Acts as opportunity manager for low risk scope change.
• Manages client & partner relationships when needed.
• Manages first level to midlevel client & partner delivery relationships when needed.
• Frequently represents the organization to external customers/client/delivery partners.
Key deliverables/accountabilities:
• All reports are produced and delivered on time to key stakeholders (Customer, ADMs, Finance, support for partner management)
• Processes are documented and recorded where relevant (Knowledge Mgmt. data base)
• Continual analyzing of activities contributing to KPI/margin improvements
• ITSM knowledge, tool and automation oriented
• Support to on-boarding new deals and process feedbacks
• Directly supporting the overall success of the project from both the customer & HP perspective


Education (degree) and professional experience required:

• Bachelor degree or equivalent
• Experience in virtual team environment


Other requirements:

• Fluent French (both written and verbal)
• Fluent English (both written and verbal)


Personal skills and qualities:

• Strong communication skills
• Positive can-do attitude
• Customer centric approach
• Out of the box thinking – able to find solutions, proactiveness and automation oriented
• Strong communication and influencing skills
• Excellent teamwork skills
• Able to apply tools and technology to produce results
• Able to understand global business processes and identify impact of change
Technical skills (procedures and documents the employee has to be acquainted with):
• MS Office
• Reporting tool /Data management
• ITSM knowledge is a strong advantage


We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!


This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Бизнес /консултантски услуги
Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9

Дата:

06.04.2022

Организация:

Hewlett Packard Enterprise
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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