SSD Service Delivery Manager SE & Gulf Coast This role has been designated as 'Remote/Teleworker', which means you will primarily work from home. Job Description: Job Family Definition: Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on-site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention. Management Level Definition: Applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. Manages activities of exempt individual contributors (typically Expert/Master) and/or MG1s. Has accountability for a large multi-department area(s) or location(s) with significant impact on business unit results and organizational strategy. Acts as a key advisor to senior management on the development of overall policies and long-term goals of the organization. Plans, manages, and monitors high-end operational/tactical activities of Staff. Staff members' primary focus is on either high-end tactical or broad strategic issues or a combination of both. Recruits and supports development of direct staff members. Position typically reports to Director or above. Additional Guidance/Criteria: Manages and controls activities within a sub-region or Region; Typically manages 10 or more direct reports. Span of Control guidelines may differ from these numbers. Responsibilities: • Manage team responsible for providing on-site hardware, systems, sub-systems and/or other applications support for customers according to contractual service levels. • Overall responsibility for planning, recruiting, developing and utilizing Mission Critical support consultants, project managers, Mission Critical support specialists, and Mission Critical ASCs. • Plan, direct, and monitor high- end operational tactical activities of team. • Set and drive team to meet business and operation targets. • Handle cross-functional and cross-sub-region escalations. • Maintain strong relationship with customers and other functional managers. • Act as a key advisor to senior management on the development of overall policies and long-term goals of the organization. • Solve complex business/technical issues within established policies. • Responsible to evaluate solutions and delivery effectiveness to provide a proactive environment. • Consult on design, and delivery of Mission Critical Support Solutions. • Recommend and lead planning activities at all levels within Account Support Contribute to enhancing the company's ability to develop and deliver Mission Critical solutions. • Develop relationships with consulting organizations and third parties to ensure their solutions include Mission Critical support services. • Provide leadership and mentoring for the company's entire support team. Education and Experience Required: • Minimum Bachelor's degree or equivalent experience required. • Typically, 5 years of related experience in computer customer support industry with proven managerial abilities. • Three years of on-site customer support, Mission Critical, systems experience desired. • 3-5 years of experience in people and process management. Knowledge and Skills: • Working knowledge of all Technical Services and support service solutions. • Thorough working knowledge of all relevant company Client Management Proactive Services, competition, market trends, company organization, third parties. • Understand Mission Critical customers' environment and business drivers to leverage new opportunities. • Capable of building and managing Mission Critical support services that are consistent with ITIL management. • Strong ability to present Mission Critical value to customers in a strategic manner. • Skills in people and project management, planning, problem solving, innovation, analysis, communication and negotiation. What We Can Offer You: Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. Let's Stay Connected: #unitedstates #operations Job: Services Job Level: Manager_2 "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. - United States of America: Annual Salary USD 105,500 - 243,000 in Georgia & Texas The listed salary range reflects base salary. Variable incentives may also be offered." Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html