Lead - OEM and Partner Support Operations

GTS OEM and Partner Support Lead

GTS OEM and Partner Support Lead

  

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

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.

As a GTS Lead for OEM and Partner Support, you will have the opportunity to make a visible impact by shaping partner experience, improving service performance, and driving meaningful business outcomes across a high-priority support ecosystem.

The Lead for OEM and Partner Support play a critical role in ensuring a high-quality, consistent, and partner-centric support experience across OEM, PPS, and PSP programs. This is a strong opportunity for someone looking to expand their leadership footprint, strengthen cross-functional influence, and gain deeper exposure to partner-facing operations, service strategy, and executive stakeholder engagement.

What You’ll Do:

• Lead end-to-end management of OEM and partner escalations, ensuring timely resolution, clear governance, and strong coordination across technical, operational, and business teams.
• Serve as the primary point of contact for OEM and partner stakeholders, building trusted relationships through proactive stakeholder management and effective communication.
• Collaborate closely with HPE Services Portfolio, OEM Customer Experience, Product Services Business Units, and GTS delivery teams to onboard new partners, improve support models, and enhance customer experience.
• Drive cross-functional projects and plans of record focused on service improvement, partner experience, process standardization, and operational efficiency.
• Prepare and deliver clear, data-driven presentations and updates for leadership, partners, and internal stakeholders to communicate status, risks, performance, and recommendations.
• Influence decisions and align diverse stakeholders toward common goals by balancing customer needs, business priorities, and operational realities.
• Capture key learnings, establish best practices, strengthen operational maturity through effective documentation, governance, and knowledge sharing.

What Success Looks Like:

• Deliver stable, high-quality service by aligning delivery, operations, and support teams around shared goals and clear accountability.
• Act as a trusted leader during major partner escalations, bringing structure, calm, and resolution to complex, high-impact situations.
• Anticipate systemic risks and service weaknesses before they escalate, and drive durable corrective actions across people, process, and technology.
• Improve customer and business outcomes through data-driven decision-making, operational governance, and cross-functional collaboration.
• Build capability across teams by mentoring, strengthening ownership, and enabling continuous improvement at scale.
• Ensure service performance is measured, visible, and actioned, with clear focus on customer experience, operational efficiency, and business impact.

What You Need To Bring:

• Strong experience in customer service, escalation management, missed metric analysis, and operational reporting within a complex support environment.
• Ability to collaborate effectively across delivery, support, operations, portfolio, and business teams to drive aligned outcomes.
• Strong stakeholder management capability, with the credibility to build trust, manage expectations, and work effectively with partners, customers, and internal leaders.
• Excellent verbal and written communication skills, including the ability to simplify complex issues for both technical and non-technical audiences.
• Solid project management skills, including planning, coordination, execution tracking, and risk management across multiple priorities.
• Strong presentation and influencing skills, with the ability to communicate recommendations clearly, gain buy-in, and drive action across stakeholders.
• Strategic and analytical thinking, with the ability to assess service trends, identify risks, and translate insights into practical improvement plans.
• Strong customer focus and business acumen, with the confidence to represent the function effectively in partner-facing and leadership discussions.

Subject Matter Expertise:

• Deep understanding of enterprise infrastructure and service ecosystems, enabling confident leadership of complex technical and operational discussions.
• Working knowledge of HPE solutions and service portfolios, with the ability to translate technical capabilities into customer and business value.
• Well versed with global partner support program: OEM (original equipment manufacturer), PPS (Partner Priority Support), PSP (Preferred service provider).
• Strong grasp of core data center domains, with the ability to partner effectively across server, networking, storage, and virtualization teams.
• Experience with SFDC, ServiceNow, and support governance processes to manage escalations, track progress, and drive accountability across teams.
• Ability to apply technical and process knowledge to influence outcomes across delivery, operations, and customer-facing engagements.

Eligibility Criteria:

• Employees applying before meeting the minimum time-in-role requirement must have approval from their current manager.
• Employees are expected to inform their manager before attending an interview.
• Employees currently on a Performance Improvement Plan are not eligible to apply.
• Open to HPE badged employees.
• Minimum tenure in current role or job level: 2 years.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Unconditional Inclusion

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

#india#operations

Job:

Services

Job Level:

Intermediate

    

    

Hewlett Packard Enterprise is EEO 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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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

Experience Level

Senior Level