サービスマネージャー

Job Description:

【本ポジションについて】

サービスプロバイダーと企業顧客およびサービスサポートパートナーへのサービス提供を管理します。 グローバルおよびAPACサービスチームと協力して、高レベルの顧客満足度を維持し、HPEのビジネスチャンスを最大化する効果的なビジネス関係を確立します。

【職務内容】

サービスマネージャーは、サポートサービスを効果的に管理および提供し、お客様のビジネス成果とサービスの満足度を最大化することで、HPEのビジネスの成功に貢献します。

ステークホルダーマネジメント

• セールスアカウントチーム、クライアントマネージメントチーム、顧客およびサービスサポートパートナーとのアカウント戦略を管理するため、適宜コミュニケーションを図ります。
• 顧客満足度を確保するため、顧客の期待を適切に把握し、高品質でタイムリーなサービスを提供します。
• HPENのソリューションを宣伝および販売サポートをします。
• 効果的で品質に重点を置いたHPEサービスをデリバリーすることにより、アカウントチームの戦略をサポートし、契約の更新を最大化します。

プログラム管理フレームワーク

• 顧客とHPEビジネス、両社の運用プロセスが整合していることを確認します。
• 契約したデリバリーを達成するため、プロジェクト計画を作成して文書化します。
• 複数の部門の枠を超えた活動を完璧に実行する責任を負います。
• リソースを活用および調整して、サービス提供の目標を達成します。
• ゴールに対してプロジェクトの結果をモニターし、それらに不足がある場合、対処するアクションプランを作成します。

その他

• 契約の範囲、定義、および実行を支援します。
• アカウントの収益性を維持するために、サービスの収益とコストを監視および報告します。

【応募要件】

• サービスプロバイダー/エンタープライズ市場で実証可能な成功を収めた5年以上のプログラムマネージメントの経験。
• テクニカルサポート、運用、運用管理、およびサービス管理をカバーする5年以上のネットワーキング業界経験。
• 他のメーカーまたは大規模なパートナーとの強力なサービスビジネスまたはプログラムマネージメントの経験が不可欠です。
• IPマーケットのサポート環境での経験から得られた、優れた顧客管理および関係スキル。 強力な対人スキルが不可欠です。
• ベンダー、パートナー、および顧客間の関係構築は不可欠です。
• 書面および口頭での優れたコミュニケーションスキル、お客様の環境内で複数のレベルや分野を直接扱った経験。
• 複数のプロジェクトと優先順位を管理できる。
• 非構造化環境での優先順位の管理を含む、単独して運用（業務）する能力。
• 英語（ビジネスレベル）、日本語（ネイティブ）

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Job Family Definition:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Education and Experience Required:

• Typically a Bachelor's degree or equivalent experience and 4-6 years related experience or Master's degree and 2-4 years experience.
• 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.

Knowledge and Skills:

• Working knowledge of the field of Customer Relations.
• Excellent verbal communication and customer service skills.
• Intermediate-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills. Experience and demonstrated presentation skills.
• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

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

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.

Job:

Job Level:

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

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.