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HPSoftware Support COE – Global Support Standards and Compliance MgrUnited States, Idaho
Details

Description

HP’s goal is to provide end-to-end Solutions & Services providing the best support experience possible. With solutions that can now include hosting of customer infrastructure in the HP cloud our support services are more critical than ever. Adapting the Commercial Services & Solutions organization to build and deploy support offerings that meet this demand is critical.

The newly built Solution Support Center of Excellence will ensure that the software support is market leading and matched to the ambitious growth goals in the cloud.

The Global Support Alliance Mgr will lead the engagements with internal and external service partners who provide components or end-to-end cloud support processes. L1 & L2 reactive customer support is owned by the HP organization and based on customer/market requirements the Commercial Software org. will partner with the HP Cloud Infrastructure & Automation (CIA) organization for L3/L4 support or if 3rd party cloud solutions partner with external service providers. The candidate is responsible for finding the right hosting or support service partners and onboard them to provide the best possible support experience for end-users. The candidate will have a special focus on pro-active cloud solutions support.

Main Responsibilities:

  • Qualifies existing or new cloud software assets and their need for re- & proactive support from L1 – L4.
  • Identify the right hosting partner inside HP or external based on capabilities, availability and SLA requirements
  • Build a standardized contractual framework for partnering entities (internal/external) with clearly defined Services Statement of Work (SSOW), Service Level Agreements (SLA) and back-to-back agreements for contract breaching, penalties etc.
  • Find, qualify and select alliance partners who will comply the HP support standards
  • Negotiate terms & conditions with new partnerships
  • Reviews existing partner agreements and re-negotiates if the support standards are not market or HP rules conform
  • Introduce an industry standardized legal framework for hosted cloud solution service
  • Assist sales pusuit organization on integration of support services into overall SSOWs
  • Maintain existing alliance relationships
  • Understands & monitors partner capabilities and potential service expansions.
  • Evaluate new partner service capabilities and benchmark against the HP service roadmap
  • Share experience with the strategic marketing organization and help to define strategic service improvements and implementation

Other Responsibilities

  • Responsible for protecting the equipment of the department in his possession during the course of his activity
  • Supports the development projects of the department with relevant data and through appropriate actions
  • Ensures adequate backup and continuation of its activity by handing in the necessary information during the leave and other absences
  • Participates in the department's activities related to policies and procedures
  • Apply control and quality procedures to ensure compliance with HP's audit policies and requirements
  • Respect HP's privacy and privacy policies by disclosing information generated within the department to authorized persons only
  • Responsible for ensuring personal conduct while maintaining HP business conduct standards while representing HP
  • Respond to e-mails within a maximum of one working day and immediately to those in an emergency
  • Compliance with the provisions of the Internal Regulations of the company
  • Performs additional activities assigned by the manager

Job Requirements (Knowledge, Skills, Experience)

  • Bachelor degree
  • 5-10 years work experience
  • Background in alliance management, ITSM or customer support management
  • Comfortable to talk with senior mgmt and executives
  • Fluent in English (written and oral)
  • Excellent communication skills (verbal and oral)
  • Excellent negotiation skills when representing HP and it’s business goals
  • Knowlege in contractual design
  • General knowledge about cloud platforms, software & support processes
  • Ability to lead and coordinate a project team
  • Advanced business knowledge and understanding of internal procedures and policies
  • Knowledge of MPS Business, Infrastructure applications and HP Commercial Software Solutions
  • Analytical skills

Competency Requirements (Behavior, Attitude, Capabilities)

  • Respect the deadlines agreed for the action
  • Customer oriented
  • Team work skills
  • Flexible and adaptable
  • Motivated and work oriented

About HP

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.

So
are we. We love taking on tough challenges, disrupting the status quo,
and creating what’s next. We’re in search of talented people who are
inspired by big challenges, driven to learn and grow, and dedicated to
making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are.

From the boardroom to factory floor, we create a culture where everyone is
respected and where people can be themselves, while being a part of
something bigger than themselves. We celebrate the notion that you can
belong at HP and bring your authentic self to work each and every day.
When you do that, you’re more innovative and that helps grow our bottom
line. Come to HP and thrive!

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