HPE Managed Services NSI Lead for Delivery Readiness

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

• Apply project/program management skills to ensure MS ITOCs delivery readiness during all relevant phases of NSI and AaS Introductions.

• Translate new service definitions into MS ITOCs delivery readiness plan, managing capability/capacity planning, coordinating tooling integration activities, contributing to GSR workflows with MS specific delivery processes (engagements, elevations, escalations), and supporting CPSM with Service Delivery Guide production.
• Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
• Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
• Responsible for revenue and margin contribution for a set of (more than one) solutions or services.
• Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.
• Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business.
• Provides mentoring and guidance to peers and lower level employees.

In Concept Phase:

• Work with MS Delivery Architect and MS Business Service Manager (BSM) to identify, based on determined MS scope, supported technologies and pipeline opportunities, the MS IT Operation Centers (ITOCs) to be targeted for readiness deployment during the NSI
• Work with MS ITOC Cap/Cap Leads, to assess the initial gaps in capabilities and capacities of both the ITOCs targeted during the NSI and the ITOCs determined to be deployed for delivery in subsequent waves

In Define phase:

• Work with Corporate Product Service Manager (CPSM) to identify resources from Day 1 Build Team (mostly Advisory & Professional Services resources) and with MS Global Transition SME and MS Delivery Readiness Architect to define documentation’s format/contents of MS Day1 to Day 2 handover requirements
• Work with Corporate Product Service Manager (CPSM) to identify resources (Factory, A&PS, Cloud Module/GL Software/MSE Engineering, MS Day 2 Delivery and Customer Experience Delivery SMEs) required to develop Service RACI for Day 0-1-2 deliverables.
• Work with CPSM, HPE Services TLS, MS TLS and ITOCs Cap/Cap Leads to define, based on the initial capacity and capability assessments, the most appropriate training plan, identifying required courses e associated costs/funding needs.
• Work with ITOCs Cap/Cap Lead to initiate any resource requirements plans at specific ITOC locations
• Get Managed Service Engineer (MSE) assigned to the NSI project & work with this resource (if required, together with Cloud Module and GL Software Engineers) on the definition of the MS Monitoring Tooling requirements & strategy
• Work with Global Support Remote (GSR) NSI Lead to the initial design of the reactive support flow capturing the required MS entities/processes

In Build/Implement phase:

• Coordinate activities with MS Delivery Readiness Architect (DRA), CPSM and MS Global Transition team to create list of MS requirements to be handed over by Day 1 Build Team (mostly A&PS) during Day 1 to Day 2 transition
• Coordinate activities with CPSM (and required stakeholders such as Factory, Cloud Module/GL Software/MSE Engineering, MS Day 2 Delivery and Customer Experience Delivery SMEs) to create Service RACI Day 0-1-2 deliverables (assigning Accountability & responsibility as appropriate), paying particular attention to MS Transition Management, MS Tooling Enablement and and Lifecycle Management tasks
• Work with ITOC Cap/Cap Lead on training plan execution (class scheduling, attendances reporting/tracking)
• Work with ITOC Delivery SME and GSR NSI Leads to implement & test the reactive workflows together with associated Standard Operating Procedures (SOP)
• Work with assigned Managed Service Engineer to document, implement and test the MS monitoring tooling strategy (including required integration activities).
• Work with CPSM and Day 2 Delivery SMEs to provide contents for the Delivery Readiness Overview Training
• Work with CPSM and Day 2 Delivery SMEs to provide final contents to Service Delivery Guide (SDG) Engineer
• Work with CPSM and MS Day 2 Delivery stakeholders to get final approval on implemented processes & procedures.

What you need to bring:

• Typically 8+ years to establish proven track record in Service Business Management.
• Familiar with the HPE Business and portfolios
• PMP/Prince2 certification preferred
• ITIL Foundation Certified
• Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

• Medium to high knowledge of IT and services industry.
• In-depth knowledge of the company's organization and policies, services offerings, end to end processes, tools, and routes to market.
• Problem detection and analysis of root cause.
• Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.
• Demonstrated skills in planning and financial analysis.
• ITSM and change management skills.
• excellent Project Management skills
• Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

Job:

Job Level:

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.