Manage Service Manager
HybridHeredia, Heredia Province, Costa Rica
Job Summary
Manage Service solution delivery by serving as the customer's single point of contact for all service-related issues and acting as their advocate within HPE. Establish overall goals and develop action plans, then coordinate service activities, event management, and process flows while communicating with the customer during engineering elevations. Provide regular status updates on outages, critical events, and support milestones, and manage the problem resolution lifecycle for team escalations until issues are resolved. Ensure service delivery conforms to the Statement of Work and conduct quarterly service reviews with statistical analysis. Work hybrid, averaging two days per week from the HPE office.
Required Qualifications
- Four years of university education in a technical field or equivalent experience
- Graduate degree or equivalent experience with 10+ years related experience
- Basic knowledge of technologies such as Networking, Synergy, HP-UX, UNIX, LINUX, Storage, Storage Networks, Microsoft Exchange, or Microsoft Windows
- Expert level skills with Microsoft Office applications (Excel, Outlook, etc.)
- Demonstrated ability to communicate effectively with customers at both technical and management levels
- Customer-centric account management focus
- Program Management and high organizational skills
- Work on average 2 days per week from an HPE office
Desired Qualifications
- ITIL and PMP certifications
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