Service Line Manager

Service Line Manager

Service Line Manager

  

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 Service Line Manager within GTS CIMR, you will play a pivotal role in strengthening service stability, improving customer experience, and driving proactive operational excellence. This role goes beyond resolving issues in the moment—you will focus on escalations, executive-visible cases, reducing customer impact, and eliminating root causes across complex technical environments. You will partner with cross-functional teams to turn customer experience challenges into lasting improvements that benefit both customers and the business.

What You’ll Do:

• Lead CIMR escalations and executive-visible customer complaints by driving timely resolution, coordinating stakeholder communication, and conducting root cause analysis to prevent recurrence.
• Serve as the primary escalation point for CIMR engineers, perform case audits to improve quality and consistency, and present CIMR intervention insights during weekly Factory meetings with business units across the SSD organization.
• Bring together the right technical and business stakeholders to address recurring issues with urgency, focus, and accountability.
• Ensure effective workarounds are identified, documented, and made available to incident management teams.
• Capture and communicate key learnings, best practices, and preventive recommendations to strengthen operational maturity across the organization.
• Partner with GTS delivery teams on plans of record (POR) and continuous improvement initiatives focused on enhancing customer experience, strengthening service culture, improving response times to customer communications, and building CIMR engineer capability.

What Success Looks Like:

• Deliver stable, high-quality service across the service line by aligning delivery, operations, and support teams around shared goals and clear accountability.
• Act as a trusted leader during major customer 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:

• Demonstrated ability to lead service delivery in a complex, fast-moving environment with multiple priorities, stakeholders, and operational dependencies.
• Strong ability to partner across delivery, support, and operations teams to drive accountability, service performance, and continuous improvement.
• Executive-level communication, presentation, negotiation, and influencing skills, with the ability to simplify complexity, build alignment, and drive decisions across technical and non-technical audiences.
• Strategic thinker who can align process discipline with business outcomes and customer expectations.
• Ability to assess service trends, operational risks, and root causes, then translate insights into action plans and sustain improvements.
• Strong customer focus with the credibility to handle escalations, build trust, and represent the service line effectively.
• Strong presentation skills to communicate service performance, operational insights, and recommendations with clarity and confidence to leadership and cross-functional stakeholders.
• Ability to develop a holistic view of the service ecosystem and connect people, process, and performance.

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.
• 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.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

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

Mid Level