Managed Services Transition Manager

1 month ago

Auckland, New Zealand HPE Full time
Managed Services Transition Manager

  

This role has been designed as âHybridâ 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 todayâs complex world. Our culture thrives on finding new and better ways to accelerate whatâs 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:

   

Managed Services Transition Manager plays a pivotal role in HPE MS organization, ensuring successful transfer and deployment of services into operations, following precise and strict project management practices. He/she leads and owns the transition of all key elements like connectivity & access to customer environment, ITSM processes onboarding, monitoring and tools deployment, as well as overall delivery readiness, including, but not limited to knowledge, documentation and testing prior service commencement. He/she is a primary interface between remote data center delivery teams and internal or external customers within a managed services environment.

Job specifics/responsibilities:

  • Effectively manage projects associated with services transition and onboarding into successful operation.
  • Maintain precise project plans and use standard PM toolset to keep up to date documentation and manage respective resources, dependencies, risks, issues, and changes.
  • Evaluate opportunities and identify areas of improvement.
  • Act as the central liaison for all transition activities, manage and own deliverables on all workstreams associated with the project.
  • Lead customer expectation management and establish relationships of trust and collaboration with internal and external stakeholders.
  • Operationalize relevant contract SLAâs and obligations and ensure effective knowledge transfer and overall service commencement readiness for assigned delivery teams.
  • Manage day to day transition communication, track and produce relevant reports and dashboards.
  • Adhere to relevant escalation processes with regards to resource and deadlines
  • Manage the expenditure within the service transition, ensuring all costs are recorded against products and services delivered.
  • Define and follow up on corrective action to mitigate risks of delayed move to production and respective impact on revenue recognition.
  • Coordinate technical activities of delivery engineers within several projects and ensure that services are being delivered at the operational level to meet agreed SLAs and SoW (Statement of Work) requirements.
  • Be SPOC for management, account teams and customers on performance topics and all kind of improvement opportunities or escalations throughout the project lifecycle.
  • Liaises with Pursuit and Sales organizations to understand pipeline and support business growth.
  • Maintain and implement certification coverage ensuring on-going compliance of delivery capabilities
  • Use improvement methodologies, lead, participate and support quality improvement initiatives.
  • Conduct internal training and handover sessions for project stakeholders.
  • Assist or consult local account teams or other stakeholders in planning, delivering, and managing complex support solutions.
  • Ensure compliance with organizational policies, industry regulations, and best practices during service transitions.

Key deliverables/accountabilities:

  • Assigned projects successfully managed within timelines following established process and best project management practices.
  • Project due dates and customer expectations met without deviations and at the expected quality.
  • Service transition activities aligned to service strategy and design goals.
  • All project deliverables complete and signed off from customer as per agreed project plan
  • Comprehensive and well-documented transition project plans, project status duly tracked in line with organizational practice.
  • Effective and uncompromised collaboration with stakeholders
  • Mitigation of risks associated with service transitions.
  • Continuous improvement in service transition processes

Education (degree) and professional experience required:

  • Bachelor/Master degree in IT, Computer Science, or related field.
  • Proven professional experience within IT service transition, IT service management or related roles in a customer support environment.
  • Certification in IT Service Management (e.g., ITIL) and / or PM certifications (PMP, Prince 2 or relevant

Personal skills and qualities:

  • Experience in Project Management
  • IT experience or relevant background
  • Superior customer service skills
  • Superior planning skills
  • Focus on detail.
  • Excellent communication, interpersonal and presentation skills
  • Motivation to learn and develop.

Technical skills:

  • Familiarity in IT service or Server, Storage, Network support or System Administration

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity, Process Improvements, Project and Program Management, Project Management Office (PMO), Project Management Tools {+ 5 more}

What We Can Offer You:

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 â 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Master

    

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. Please click here: Equal Employment Opportunity.

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.

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