Service Segment Lead Heredia, Heredia

Hewlett Packard Enterprise

Heredia, Heredia

hace 5 días

At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work.

What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values : partner, innovate and act.

Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry.

Some people call it an obsession, we call it a way of life.

What you need to know about the job

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

Provides support to Account Services Organization by driving operational excellence to enhance the total customer experience and overall management of a service delivery with significant scope and complexity at the country, region or worldwide level.

Includes but is not limited to data analysis, project / process development, escalation management and field service management.

Responsibilities :

Drives Quality & Business Excellent initiatives to identify improvement opportunities and leads corrective action plans to ensure operational performance (e.

g. Post Incident Reviews, data analysis, DSAT Analysis).

Monitors service delivery metrics and KPIs to drive business improvement.

Extracts, analyses and provides data and reports to internal customers.

Provides daily support to multiple operational requests types (mailbox monitoring).

Performs audit process for external vendors to ensure SOW / SOG agreement compliance.

Develops and maintains SharePoint, Dashboards and Document Repositories.

Manages Operational projects / initiatives.

Collaborates with other geographies and global organizations regarding service support planning, implementation and performance.

Education and Experience Required :

Typically 3+ years of experience in related business.

Typically first level university degree or equivalent work experience.

Fluent in English Speaking and Writing (REQUIRED)

Knowledge and Skills :

Moderate knowledge of IT and services industry.

Must be able to analyze problems and solve them creatively.

Excel Medium-Advance knowledge for data analysis on trends, drivers and outputs.

Experience in continuous improvement and root cause analysis exercise.

Basic Project Management knowledge or equivalent experience (including SOP, workflows, flowcharts, RACI matrix, etc).

Good communication skills, critical thinking and time management.

PowerBI knowledge is desired.

Join us and make your mark!

We offer :

A competitive salary and extensive social benefits

Diverse and dynamic work environment

Work-life balance and support for career development

An amazing life inside the element! Want to know more about it?

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