PSD PMO South Leader

PSD PMO South Leader

This role has been designed as a 'Hybrid' position, with an expectation of working on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is a global edge-to-cloud company advancing the way people live and work. We help organizations connect, protect, analyze, and act on their data and applications from edge to cloud, enabling them to turn insights into outcomes quickly to thrive in today's complex environment. Our culture thrives on finding new and better ways to accelerate what's next. We value diverse backgrounds, offer flexibility to manage work and personal needs, and foster a bold, collaborative environment. Join us to grow your career and open up new opportunities with HPE.

Job Description:Job Family Definition:

This family involves managing onsite delivery of software services, pre-sales, post-sales, or support, including installation and configuration for customer environments. The roles address business systems, networking, and application problems in standard, specialized, or complex clustered environments. Responsibilities include reactive and proactive activities aligned with SLAs to ensure customer satisfaction and loyalty. The roles provide direct onsite technical support, ensuring clear alignment of business and technical solutions, customer needs, and satisfaction. They also focus on revenue growth, profitability, and account retention.

Management Level Definition:

Positions apply expert knowledge to manage staff activities in solving complex technical/business issues within policies. They manage activities of senior individual contributors and/or managers, overseeing large areas or locations with significant impact. They act as advisors to senior management on policies and long-term goals, and are responsible for high-level operational activities. Typically, they report to a Director or above. Usually manage 10 or more direct reports within a sub-region or region.

Responsibilities:

• Manage teams providing onsite hardware, systems, and application support per contractual SLAs.
• Plan, recruit, develop, and utilize Mission Critical support staff and project managers.
• Oversee high-end operational and tactical activities.
• Set and drive team to meet business and operational targets.
• Handle escalations across functions and regions.
• Maintain strong customer relationships and internal collaborations.
• Advise senior management on policies and strategic goals.
• Solve complex technical/business issues within policies.
• Evaluate solutions and delivery effectiveness proactively.
• Consult on design and delivery of Mission Critical Support solutions.
• Lead planning activities within Account Support and contribute to developing Mission Critical solutions.
• Build relationships with consulting organizations and third parties.
• Provide leadership and mentorship to support teams.

Education and Experience:

• Bachelor's degree or equivalent required.
• Typically 5 years in customer support industry with managerial experience.
• At least 3 years of onsite customer support and Mission Critical systems experience preferred.

Knowledge and Skills:

• Knowledge of Technical Services and Mission Critical support solutions.
• Understanding of company services, competitors, and market trends.
• Ability to leverage customer environment insights for opportunities.
• Experience with ITIL management and Mission Critical support services.
• Strong strategic presentation skills.
• People and project management, planning, problem-solving, communication, negotiation skills.
• Mission Critical and ITIL certifications preferred.

Additional Skills:

Accountability, Active Learning, Listening, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience, Customer Feedback, Customer Lifetime Value, Customer Relationship Management, Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service, Managing Ambiguity, among others.

What We Can Offer You:Health & Wellbeing

Comprehensive benefits supporting physical, financial, and emotional wellbeing.

Personal & Professional Development

Programs to help you reach your career goals, whether becoming a subject matter expert or applying skills in other divisions.

Unconditional Inclusion

We celebrate individual uniqueness, value diverse backgrounds, and promote flexible work arrangements. We work boldly together as a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram for updates on people, culture, and technology at HPE.

Job Details:

Job: Services

Job Level: Manager_2

HPE is an Equal Employment Opportunity employer. We do not discriminate based on race, gender, or other protected categories. Our decisions are based on qualifications, merit, and business needs. We aim for a diverse, inclusive environment where innovation and growth thrive. Please see our Equal Employment Opportunity policy.

HPE is a protected Veteran/Disability employer. We comply with all applicable laws regarding criminal records and employment.

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