Hewlett Packard Enterprise Company Service Line Manager with German in Sofia, Bulgaria

Service Line Manager with German

Job Description:

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.

Delivery Readiness:

  • 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

Delivery Processes

  • 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

  • Medical insurance

  • 4 days additional paid leave (total:24 days)

  • Food vouchers

  • Opportunity to use free parking

  • Life insurance

  • Wellness program

  • 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.




Job Level:


Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.

Hewlett Packard Enterprise

Technology innovation that fosters business transformation.

We Are In the Acceleration Business

We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.

Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

Standards of business conduct (SBC):

The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.

Read more about how we win the right way.

Equal Opportunity Employer (EEO):

Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law.

Please click here: Equal Employment Opportunity.

If you’d like more information about your EEO right as an applicant under the law, please click here: Equal Employment Opportunity is the Law

Equal Employment Opportunity is the Law - Supplement


Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail globaltalentacquisition@hpe.com.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.