job vacancy as Account Services Manager

HP is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, personal

computing and access devices, global services, and imaging and printing. Our $4 billion annual R&D investment fuels the invention of products, solutions and new technologies so we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.

Account Services Manager
(Manila)

Responsibilities:


Acts and is recognized as the customer focal point for all aspects of operations and manages the Account Support Team (AST).
Is responsible for the delivery of all operational services to the customer according to Service Level Agreement and ensuring that delivery costs are as agreed.
Manages the virtual team (direct and indirect) responsible for the delivery to customer, including (when appropriate) recruiting, hiring, and developing the necessary skills.
Ensures customer satisfaction through the efficient and effective delivery of contracted services to the customer.
Provides leadership in managing customer Account Support Team for designated customers in terms of management of the virtual team and understanding of the customer environment and its IT architecture.

Customer Management
Proactively advises the customer's IT management (i.e. Trusted advisor) through service analysis
Monitors service level performance and addresses customer satisfaction gaps and issues in service delivery
Manages customer escalations regarding services to ensure customer satisfaction (acts as Escalation Manager according to Escalation Management process)
Responds to customer requirements with the integration of appropriate resources

Service Design and Management

Service Planning
Understands requirements to ensure that they meet the customer's expectations and are within the scope of WW/Regional delivery capability
Communicates up to date knowledge of customer's business environment and communicates business critical functions to Operations staff
Approves 'move-to-production' acceptance


Service Management
Responsible for the Operational element of customer reviews as part of the overall review led by the Client Manager
Proactively detects problems that could affect the service delivery
Manages the delivery of service providers to ensure customer satisfaction and that the service is delivered within resource estimates (cost, time and quality)
Manages Operations Statement of Work and Operations Level Agreements between Service Operations


Availability Management / Capacity Management
Ensures (global) delivery of services within the scope of the contract, including reporting of service level metrics and performance standards
Analyzes availability performance
Manages service demand
Manages service use and cost
Proposes service improvements with regard on availability, performance, service demand and cost
Coordinates capacity management for customer environment

Configuration and Change Management
Responsible Change Manager for service delivery
Responsible for successful completion of customer change request
Assesses risks, prioritizes, authorizes, coordinates and schedules significant IT changes
Responsible for Configuration Management and operations documentation

Service Development and Deployment
Manages release to production of new services and systems
Ensures that customer acceptance criteria are achieved and processes are in place for new services and systems
Design and implement appropriate delivery structure

Operations Bridge
Ensures agreed performance of Incident- and Problem Management Processes
Coordinates production planning with customer
Acts as the escalation manager for the customer adhering to agreed processes including responsibility for completion of the post mortem analysis
Manages all on-site resources including subcontractor management

Team Management

Virtual Team Management
Coordinates, leads and motivates a virtual team of delivery staff (Account Support Team)
Ensures team members have clearly defined responsibilities and personal objectives

People Management in Local Delivery (where applicable)
Manages HR processes: Performance management, salary planning, reward and

recognition...for team members
Ensures that team members have development plans in place and continuously

develops their skills and competencies
Coaches team members on performance and development. Manages high and poor performers according to HP philosophy and policies.
Ensures that team members have adequate level of communication to understand

HPMS and their role within HPMS


Requirements:Minimum Bachelors Degree in Computer Science, MIS or related field plus more than 7 years directly related experience for Lead role and more than 4 years for Junior role
Customer oriented and high teamwork ability.
Recognized for their leadership skills in a virtual team environment (leading direct and indirect team members). Strong ability to achieve results in a matrix environment and energize a virtual team to deliver in a collaborative manner.
Strong interpersonal skills, ability to debate, dialogue, negotiate, influence and work with others collaboratively and constructively. Good presentation skills.
Strong technical background in IT and related technologies; broad, general knowledge of IT industry trends
Strong experience in managing IT services
Recognized experience in Operations optimization, IT production & IT architecture and value creation.
Cost management and control skills
Fluent in conversational and technical English.