P&G On Site Services Delivery Lead Job at Hewlett-Packard

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Job Title: P&G On Site Services Delivery Lead

Reference: 1048794

Location: Lagos, Nigeria

Company: Hewlett-Packard (HP)

Job Description:

As a site leader you will be the main interface for P&G and ensure the highest level of technical support is ensured at all times for all 350 computer users on the site. The actual support will mainly be extended by a virtual team from several locations around the world. Nonetheless, you will be the focal point for the client and you are expected to deal with any issues pertaining support.  You will diagnose the issue at hand and resolve it as quickly as possible in order to enable your client to remain operational. Therefore you need to have the ability to rapidly identify the nature of the problem and to translate it optimally to the designated members of the global team. On the other hand, you will also be responsible for leading projects upon the client's request. Your responsibilities lie in managing the project from a planning, delivery, team management or client management perspective. You will apply a strategy based on strict time-lines and efficiency designed to ensure the highest level of client satisfaction. You will work closely with the pricing team to deliver the final project scope and conditions to P&G. Furthermore, you will make sure that every promise made is kept and every solution is delivered with the highest level of service. You will continuously monitor changes, ensure that issues are solved within the shortest of delays and liaise extensively with the client on ongoing progress.

Our environment is dynamic and highly demanding. It therefore requires quick-thinking and continuous focus. In addition, you understand that mistakes are not an option as our customers depend on us to keep their business up and running.

In this role you will apply advanced technical knowledge in the Network Services technology area to support our customers Network environment supporting a critical 24×7 business environment

Key proactive role as part of a global team and work across boundaries with our Network Services Partner and our client so to ensure seamless service delivery and rapid resolution of network incidents.  Responsible for leading technical triage and applying local knowledge of the clients business to ensure their operations are not negativbely impacted by network related issues.

Technical role in site project teams enabling both the business and technical requirement to be met effectively and on time.  Will act as a trusted advisor to client to ensure that the right solutions are implemented

Customer Relationship Management: Work in close partnership and influence customers and/or internal businesses/end users regarding operational details, solutions, and proposals.

ITIL Focussed Skills:

• Incident Management: Resolve single- and cross technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents.

• Escalation Management: identify, manage, and lead escalations. Work with others to help manage escalations.

• Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.

• Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer infrastructure needs. May lead or participate in a Change Advisory Board.

• Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.

Qualifications

Your Profile

You have at least a bachelor's degree in computer science, computer and systems engineering or electrical engineering with at least 5 years of experience in a high-level technical support environment preferably in a strategic on-site role. You have demonstrable skills and experience in managing small-scale projects and are highly analytical. You are service-driven and always maintain client perspective as the driving force behind every decision and every action you take. You also have the ability to preserve the integrity of HP and always act in its best interest at all times without jeopardising the client relationship.

You are accurate and have excellent presentation skills and have the ability to communicate at every level of our clients' organisation. You have the capacity to convince and build-up long-term client relationships based on trust and reliability. You know how to prioritise and have an impeccable sense of organisation and planning. You are result-driven, persistent, disciplined flexible and can operate successfully within a stress sensitive environment. You can demonstrate leadership and have the ability to solve issues prior to escalations. It is crucial that you can operate with a minimum of supervision. You are a team player and enjoy diversity. You are fluent in English and Arabic languages.

Education and Experience Required:

•   Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May have Master's degree in related field.

•   Required: CCNA or Comp TIA Network + Certification (or equivalent) Often holds entry-level certification(s) in work field.

•   Typically 5+ years of relevant experience

Knowledge and Skills Required:

•    Network Management Background with a deep understanding of Cisco Network technologies, infrastructure solutions and hardware and topologies

•   General understanding of related technologies

•   Strong Customer Service focus

•   Small to Mediums Size Project Management skills

•   Previous Customer/Vendor Management Experience

•   Experience in working in a global/regional environment as part of a virtual team

•   Motivated Self starter with ability to be self directed

Critical Competencies to Drive Business Results:

Business Execution & Performance Monitoring

Actively monitors business performance to ensure effectiveness, adjust strategy as required, and identify investment returns

Program Tracking and Reporting

Continuously mines program data to assess overall contribution of program to business success

Cost and Budget Management

Establishes, tracks and enforces spending parameters to protect HP's business assets, and ensure their effective engagement

Operations Building/Process Improvement

Monitors, troubleshoots, and improves area-of-control operational processes to ensure optimum performance and practice consistency

Outsourcing Methods/Processes

Systematically uses Information Technology (IT) Outsourcing Methodology (ITOM) to coordinate activities and communications, and contribute to the achievement of desired results

Client/Customer Relationship Building

Demonstrates client-sensitive practices within the account(s) and internal gate-keeping within HP to support building strategic trusted advisor status

HPS/BU Business Context

Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP's strategy for market penetration

HPS/BU Solutions

Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold

HPS Solution Interfaces

Understands how services in area-of-responsibility fit within or interface with the sales of other solutions – HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies

Change Management

Develops methods for supporting innovation and change across the organization

Problem Solving

Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution

Job: Services

Primary Location: Nigeria-Nigeria-Lagos

Schedule: Full-time

Job Type: Experienced

Shift: Day Job

Travel: Yes, 25 % of the Time

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