Flexible Schedule Job Director North America Global Services Remote Job ID- 2147

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This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Who We Are:

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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Your Contribution to the Organization:

The Director North America Global Services Remote will lead a management team and underlying organization of engineers responsible for supporting customers across North America while working with your peer in influencing the delivery experience for North American customers coming from engineers across India.

 

You will be directly responsible for inspiring and leading our Alpharetta site and those that work remotely as well. You will transform the customer support experience to be industry leading. Key metrics will include delivering customer SLA’s, meeting customer satisfaction metrics, and achieving cost of delivery targets.

Management Level Definition:

The Director North America Global Services Remote leads a large or broad function/department within a multifaceted organization. Responsible for operational success, strategic alignment and integration of activities with other major organizational functions such as supply chain, dispatch, and field delivery.

 

You will be fully accountable for the success of your team in delivering a superior customer experience and will set policy and direction of those you are directly responsible for leading while influencing policy for those you are not directly responsible for but that contribute to the experience of customers across North America.

 

You will own a significant number of measurable functional, operational and strategic goals and priorities and assume responsibility for the successful implementation of business plans that impact customers across North America. You will also act as a key advisor to Senior Director in influencing the strategic direction of the services business.

How You’ll Make Your Mark:

Customers, channel partners, and sales teams will recognize you for driving dramatic improvements in the support experience and for enabling their businesses.

 

You will exceed 90% customer satisfaction and less that 3% customer dissatisfaction.
You will achieve 90% or greater of customer SLA’s
You will have a strong relationship with all value chain partners and be respected by senior Executives across all HPE functions.
You will develop strong relationships with key channel partners and customers during the course of critical technical escalations.

What You’ll Need:

Education and Experience Required:

Other Posts You May Be Interested In

Typically, 8+ years to establish proven track record in Service Business Management Established management background of high-level individual contributors (leading teams).
Minimum 15 years of experience in the IT Services business.
Affinity with technology.
Knowledge of global Support Center operations and services industry.

 

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Experience in engaging/supporting enterprise customers/accounts.
Strategic, operational and change management skills.
familiarity with value chain organizations engaged in the support process,
must have sales force experience
must be an inspirational and motivational leader,
must have an understanding of support center call flow and associated systems.

Knowledge and Skills:

Manage cross-organizational partnerships with global stakeholders and other technical support teams, to ensure quality customer experience.
Provide leadership to a team that provides technical support to enterprise customers & partners around the world.
Responsible for optimizing the cost of support and warranty cost.
Ability to manage and address customer escalations.

 

Manage financial commitments.
Perform cost-benefit analysis and identify cost efficiencies and savings opportunities.
Drive product quality and supportability closed loop process
Develop and drive change/transformation processes in order to continue to meet customer expectations.
Internal and external engagement (customers, partners, but also with Business Units, Portfolio Managers and Geo leaders).

What We Can Offer You:

Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world’s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

Flexible Schedule Job Director North America Global Services Remote Job ID- 2147

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