Service Delivery Manager (Brazil)

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

Please submit your resume in English - we can only consider applications submitted in this language.

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home (São Paulo – Brazil territory) (Brazilian work visa is mandatory)

This position relates to an individual contributor (non-managerial).

Job Description

This is a customer facing services role (networking operations environment), who reports to Latam Service Delivery Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services.

As a Service Manager – Networking, you will be the single point of contact for all service-related matters on customer’s post-sales journey, managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer.

Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s) and delivering a positive overall service experience from the Company.

Maximizes the value of the company’s offerings and portfolio and guides customers to succeed in achieving their business objectives and outcomes.

Responsibilities

Working with a team of professionals to own customer engagement and experience with a focus on success, you will work on:

• Customer onboarding
• Manage the customer experience with recurring meetings to supervise related activities and outcomes
• Engages and manages the post-sales relationship with the customers
• 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.
• Incident and escalation management, provides remote operational support and remediation
• Responsible for incident ownership, managing all high and critical incidents
• Logistics support on RMAs
• Installed base management and entitlement, escalation/remediation
• E2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments
• Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders
• Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive level
• Analyze trends for further discussion, define actions to address issues & concerns.
• Support business partners and resellers on post-sales activities
• Develop, communicate and update account strategies with the sales account team, customer service team & the customer.
• Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

Requirements

• Bachelor’s degree in Engineering, Computer Science or equivalent
• 5 - 7 years of relevant work experience in Service Delivery / Services Management / Services Account management / Service Assurance
• Service mindset and proactive attitude
• Ideally leading large technical account activity for a Service Provider, Telecom or large Enterprise customer.
• Has proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements.
• Experience in a service delivery and business model with active partner participation in the end-to-end chain.
• Applies knowledge/skills through handling complex problems and/or coordinating work which may extend beyond own area of expertise.
• Demonstrated ownership and management of service and support escalations and remediation planning
• Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
• Excellent customer management and relationship capabilities

Skills and Abilities required

• Ability to speak and write in Portuguese and English (Spanish is a plus)
• Some background in IP-based networks or Software technologies (Core & edge routing, Switching, Data Center, campus switching/Networking, Internet Security, Network management)
• Proficient with Microsoft Office
• Strong data analysis capabilities
• Executive engagement and communications
• Experience leading a cross-functional team
• Holds self-accountable for complying with policies, procedures and work requirements.
• Customer service and support
• Strong communication and presentation skills
• Experience applying Customer Success concepts and methodologies is a plus

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.

#brasil

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.

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.