Senior Service Manager - Networking

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

Working within the Juniper team and reporting to the Service Delivery Leader, this is a role responsible for delivering advanced service management to a leading Service Provider.

The Service Manager will be required to manage the delivery of services to our key customer designed to enable Customer Success. Responsibilities include the overall planning, organizing, directing, controlling and delivery of a number of services prioritized in alignment with the client’s expectations and business needs.

The position is full-time located in Sydney, working as part of a wider Juniper Advanced Services team.

Your Key Responsibilities:

• Manage customer engagements with a clear ability to prioritize work, while considering both customer and HPE Juniper Networking requirements.
• Deliver high-level achievement in cross-functional organizations.
• Manage complex issues where analysis of situations or data requires an in-depth evaluation of variable factors whilst delivering regular customer updates.
• Develop and maintain positive relationships with partners/customers and Juniper sales and service sales teams in order to assist in identifying new opportunities.
• Build a trusted advisor relationship.
• Be intimately familiar with the customer's technical goals and initiatives and provide key insights to the wider support team.
• Deliver strong presentations through exceptional interpersonal skills
• Coordinate corporate resources as they pertain to the support of the account.
• Exercise good judgement in selecting methods, techniques and evaluation criteria for obtaining solutions.
• Support all post-sales account activity including monitoring, managing and auditing case progress.
• Facilitate training and advanced services opportunities.
• Operate with little instruction on all work.
• Facilitate roadmap discussions when requested by the customer, in conjunction with the account team.
• Develop an account plan for assigned accounts in line with strategy developed elsewhere; forecasting resources and preparing schedules.
• Provide information on next releases and proactive communication about known issues.
• Conduct quarterly Operations Reviews to review Juniper product and support performance.
• Prepare and deliver Post-mortem/Root Cause Analysis on both technical and process issues.
• Proactively understand client needs and identify solutions to non-standard tasks/queries.
• Regularly audit and assess network support against customer service contracts
• Drive efficient resolution of escalated situations coordinating HPE Juniper Networking resources and providing executive level communication
• Back up other Service Managers when they are not available.

About You

• Bachelor’s degree or equivalent.
• Total industry experience 7+ years with experience in supporting large, complex Cloud and IP-based networks.
• Minimum 3 years experience managing customer service support personnel in cross-functional, matrixed work environments.
• Passion for automation, routing/switching and related technologies.
• Solid technical understanding of IP networking.
• Proficient with Microsoft Office and have strong data analysis skills.
• Strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Demonstrated ability to manage multiple projects and work productively under pressure.
• Detailed understanding of ITIL processes and Risk management.
• Expert relationship building and customer management skills.
• About Juniper
• Ours is a new network - one that encourages boundless innovation, inviting the collective wisdom of many to propel the network, and thus the world, forward. This new network is changing the way we think, connect, and do business around the world.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}

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:

Services

Job Level:

Expert

    

    

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.