Global Applications Service Operations Director

Job Description:

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.

HPE IT is undergoing an extensive transformation program to deploy state of the art systems like Hybrid Cloud, S4 HANA, and data analytics platforms. HPE has both legacy and new technology in its application landscape.

The Global Applications Service Operations Director will be responsible for the overall management and delivery of support operations for global HPE applications based on targeted outcomes. For this, the Director will manage a multi-vendor support delivery model and will work across all HPE IT stakeholder teams to maintain reliable applications operations working very closely with various business units and leaders. The Director will manage the outcome of the operations based on meeting/exceeding defined SLAs and set goals for operational excellence such as reduction/prevention of incidents and MTTR through proactive problem management, automated analytics and self-healing.

Leading a multi-vendor operation, the Director will drive standardization of support processes including but not limited to Incident Management, Problem Management, Root Cause Analysis and Service Transition.

This role will require extensive leadership and excellent communication skills to manage both HPE IT team members as well as vendor teams in a fast-paced and global environment.

Responsibilities

• Hire, train and manage HPE IT team members to establish internal capabilities in support and management of the global support services


• Manage multi-vendor support service delivery through process standardization and defined SLAs


• Lead operational excellence programs/initiatives targeting overall improvement in system stability and reliability


• Establish communication cadence and manage relationship with various business stakeholders and business units to share the outcome of the operations, understand business imperatives and drive operational excellence accordingly


• Work collaboratively with vendors and jointly lead operational excellence initiatives (e.g., AIOPs, prevention and/or self-healing of incidents)


• Lead and enforce standardization of support processes amongst all vendors to drive operational improvements and efficiencies  


• Manage vendors’ performance based on defined SLAs and operational goals


• Work with HPE IT leaders and teams to identify and implement areas of improvement in applications operations


• Collaborate with software and technology vendors for incident and problem management as well as understanding their mid to long term plans and required actions


• Drive targeted outcomes to reduce Mean Time to Repair and prevent problems


• Review, recommend and lead initiatives to improve service operations processes specially in the areas of major incident management and problem management


• Manage and lead required improvements to required ITIL tools including ServiceNow and HPSM


• Analyze incident, problem and other data trends. Identify improvement opportunities and lead outcomes in collaboration with vendors and other HPE IT stakeholders


• Define and/or refine Service Management processes leveraging industry standard ITIL and other frameworks

Education and Experience

• Typically a Bachelor’s degree or equivalent experience and a minimum of 10 years of related IT leadership experience

Knowledge and Skills

• Strong written and verbal skills. 10 years of experience managing vendor and IT resource relationships.


• Minimum 10 years of management experience in hiring, training and retaining IT staff. Experience in working with defined processes.


• Extensive experience with ITIL framework definitions and process improvements for delivering IT Services.


• Minimum 10 years of managing global ERP operations such as SAP S/4


• Familiarity and working experience with HPSM and ServiceNow

Complexity

• Works across a significant number of the suppliers, functions, and geographies to ensure their needs are met.


• Careful balance between vendor expectations and HPE’s interests

What we can offer you:
o Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.
o If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you.

Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!
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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together

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

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.