Service Segment Manager - Service Delivery Transformation

Service Segment Manager - Services Delivery Transformation

Service Segment Manager - Services Delivery Transformation

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

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.

We are seeking a skilled and strategic leader to partner across the services delivery teams and wider and drive programs that transform customer experience through services delivery. This person will represent Services Delivery in major cross-functional initiatives, lead programs that evolve how we work, and build operating models and processes that improve collaboration and business outcomes

Management Level Definition:

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction.

What you’ll do:

Responsibilities:

• Represent Services Delivery in strategic, cross-functional initiatives and governance bodies.
• Lead end-to-end programs to redesign processes, operating models and handoffs that improve customer experience and delivery outcomes.
• 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.
• Provide leadership in the development, and execution of the business vision - Partner closely with internal stakeholders to align priorities, requirements and success measures.
• Translate strategy into actionable plans, metrics, and change-management activities.
• Surface and resolve operational gaps, barriers and inter-team dependencies; recommend pragmatic solutions.
• Advocate for the customer and for operational efficiency; challenge assumptions and share well-reasoned opinions.
• Track program health, risks, and benefits; report progress to senior leaders and adjust plans as needed.
• Utilizes technical and business skills to lead complex cross- functional activities that have a high impact on the services business.
• Driving transformation through emerging technologies, automation, and predictive models to enhance service delivery and support experiences, while fostering a culture of continuous improvement
• Provides mentoring and guidance to peers and lower level employees.

What you need to bring:

Education and Experience Required:

• Typically, 12+ years to demonstrate deep understanding of services delivery operations and how services, product and GTM teams collaborate end-to-end.
• Advanced experience in several of the related disciplines of delivery, solution architecting or business planning
• Proven experience leading cross-functional programs and operating-model redesigns that deliver measurable business impact.
• Expertise in Lean/Kaizen/Six Sigma
• Strong understanding of technology and IT sector trends
• Proven experience leading cross-functional programs and operating-model redesigns that deliver measurable business impact.

Knowledge and Skills:

• Deep understanding of services delivery operations and how services, product and GTM teams collaborate end-to-end.
• Familiarity with agile delivery and has agile mindset, continuous improvement and service design practices.
• Experience with program governance and benefits realization.
• Strong strategic thinking with the ability to synthesize complex information and propose practical, prioritized solutions.
• Excellent stakeholder management, influencing and facilitation skills across senior leaders and peers.
• Data-driven mindset: comfortable defining KPIs, tracking outcomes and using metrics to guide decisions.
• Change management and implementation experience (process design, RACI, SLAs, handoffs, tooling).
• Collaborative and curious: seeks perspectives across teams and synthesizes them into a coherent plan.
• Assertive and pragmatic: willing to voice opinions, challenge the status quo, and drive consensus.
• Customer-centric and outcome-focused: prioritizes initiatives that improve customer experience and business results.
• A comprehensive understanding of service and support processes and methodologies from internal, competitive, and market perspectives, while proactively anticipating future needs and market evolution
• Knowledge of tools and automation to improve processes
• Process optimization and efficiency

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Additional Skills:

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, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 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 — 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.

Let's Stay Connected:

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

#india#operations

Job:

Services

Job Level:

Master

    

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global 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 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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.

Experience Level

Mid Level