Hewlett Packard Enterprise Company Service Line Manager with German in Sofia, Bulgaria
Service Line Manager with German
Hewlett Packard Enterprise is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.
Our Shared Services Center supports our internal and external customers and service delivery partners to achieve their business objectives through diverse high-quality services. We provide portfolio diversity and flexible service offering, proactive marketing growth strategy and innovative IT solutions.
The Service Line Manager has end to end responsibility for service delivery processes in the respective business area to achieve operational excellence and customer satisfaction at lowest possible cost. The person in this position will collaborate with process owners, domain/sub-region representatives and subject matter experts, managing and controlling all operational elements within service value chains and delivery methods.
Customer Experience and Operational Excellence
Setting targets with operations support and total customer experience and quality, rationalizing operational level agreements with delivery functions (Supply Chain, Customer Solution Center)
Managing performance end to end, working with countries and delivery functions to facilitate continuous improvement
Periodically analyzing trends, key drivers and corrective actions
Preparing and leading monthly/quarterly management reviews
Driving / supporting selected plan of record initiatives (“service improvement plans”) focusing on improving overall delivery quality and customer satisfaction
Promoting “Best in Class” performance culture through regular benchmarking and best-practice sharing
Developing Service Line Management team expertise and effectiveness, documenting key procedures and required skills and working with Subject Matter Experts / Learning and Development to organize matching training seminars.
Collaborating with Capacity and Capability and Remote Product Service Managers in assuring field workforce delivery readiness for sustained technologies & new product introductions
Working with Operations Managers and Learning and Development in creating new training frameworks, leveraging worldwide expertise
Driving / supporting selected plan of record initiatives (“New Product Introductions snaps”) focusing on assuring overall delivery landscape readiness
Communicate delivery readiness status to cross-Business Units contacts fostering close business – delivery alignment
Working with Subject Matter Experts, Operations Managers and Process Architects to optimize and standardize delivery processes
Taking active part in change management, initiating and supporting changes to improve delivery flow and quality
Participating in internal quality audits, supporting the necessary tuning based on results and findings
Learning and improving cross-organizationally
Taking active part in problem resolution analysis and supporting implementation of agreed solutions
Escalation Single Point of Contact for GSD Management and product Business Units with regards to class issues related to foundation support
Efficiencies and costs
- Assisting WTY Program and Finance in planning annual labour budget, and supporting analysis of major run-time deviations during the year.
Bachelor degree or equivalent
ITIL certification, PMP certification preferable
At least 4 years’ experience in a support role or in similar roles/businesses
Experience in project/process or ITIL infrastructure management is an advantage
Fluent in verbal and written English and German
Analytical, focused on process and system, ITIL-guided
Ability to see the big picture, while mastering details
Self-driven, proactive, solution-oriented, initiating and innovative
IT industry knowledge
Excellent communication and presentation skills
Ability to operate effectively within a virtual (cross-cultural) team
Proactive and able to work under pressure
MS Office Advanced (Excel, PowerPoint, etc.)
MS SharePoint skills
We offer a challenging role including:
Unlimited access to courses in a wide variety of technologies and disciplines (Lynda)
Competitive remuneration package
4 days additional paid leave (total:24 days)
Opportunity to use free parking
HPE badge program including various discounts for products and services.
Work-life balance program including free legal, financial and psychological consultations
Thanks for taking the time to review our job! If you think it is a match to your experience and interests, please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them. Please bear in mind that only short-listed candidates will be contacted.This is to inform you that Hewlett Packard Enterprise GDBC EOOD (HPE) is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. HPE takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that HPE may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of HPE. HPE can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.
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