connection to failed (errno=111, msg=Connection refused)connection to failed (errno=111, msg=Connection refused) Manager, DaaS Software Customer Onboarding & Support Job in Houston, TX, 448727147 |
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Manager DaaS Software Customer Onboarding amp Support

Houston, TX

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Save jobnJob ID *******nPrimary Location Houston, Texas, United States of AmericanDate posted 07/09/2018nAre you someone interested in working in an agile start-up environment while leveraging the brand recognition, solution capabilities and global reach of one of the world’s largest IT corporations? The Emerging Compute Solutions team operates in a highly dynamic landscape with a product portfolio that encompasses commercial services, analytics and machine learning, commercial mobility devices, retail point of sale devices, thin clients and workflow transformation. The business unit builds a best-in-class, multi-OS Services portfolio powered by software, cloud, analytics and machine learning as well as expert IT resources. Our services portfolio powers HP’s Device as a Service (DaaS). For more info on DaaS, please visit: ********************************************nThe team is seeking a Senior Manager with a passion for technology and products and who wants to revolutionize the IT industry by delivering endpoint management and security as a service. This role will be responsible for building the technical expertise of HP remote agents to deliver managed endpoint services for DaaS. This leader’s mission will be to modernize and scale endpoint management and security IT workflows so that we can effectively and proactively manage millions of endpoints spanning Windows PC’s, iOS, Android and Mac OS.nThe person will make a big impact to HP by developing highly technical and innovative service delivery processes; troubleshooting issues affecting fleets of devices; and to develop processes and drive tool enablement that lets us deploy solutions to millions of devices. This role will contribute directly to the growth of HP, its customers and it partners. This person will work closely with product management, technology partners, channel partners, customers and internal technologists though direct and indirect reports. Specifically, this person is responsible for crafting and delivering a stellar customer experience for DaaS APM. This position reports to the Senior Director of DaaS Offer Enablement in the Emerging Compute Solutions global business unit and has people management responsibilities. This role has accountability to provide guidance and direction of activities for 9 direct reports and where staff may be situated in more than one location. Through this leadership position, the individual will be expected to routinely exercise independent judgment in developing methods, techniques and criteria for achieving objectives.nKey Responsibilities :nCollaborate with regional and country account leads to consult, recommend and deliver Unified Endpoint management solutions within our Analytics and Proactive Management portfolio of tools. Included in this activity is recommending and managing the evaluation trial period that many customers opt into prior to actual contract or transactional purchase. Ensure all delivery process and elements for the software tools are properly created and maintained including Entry and Advanced Support Levels, training materials for account delivery support personnel, and other required materials. Lead staffing and training efforts for advanced technical support. Working with external software partners to create escalation processes to address customer needs and/or gaps. Lead and manage headcount, deliverables, schedules, and cost for multiple ongoing internal and external facing projectsnSpan of control may range from 8 – 10 individual contributors, organization may grow as customer base and service feature delivery model evolvesnEnsure resources are appropriately allocated and that goals / objectives are being met in accordance with business prioritiesnEngages with program managers, marketing, supply chain, technical leaders and executives to communicate program status, escalate issues, and guide and influence strategic decision-makingnProactively identifies opportunities for process improvement and efficiencynProvides overall mentor and leadership for direct reports, including hiring, setting, monitoring, coaching and career development; fosters a growth mindset attitude in all activities and expectations of team membersnSkills Required:nAdvanced experience of IT processes, tools and solutionsnDeep expertise and working knowledge of EMM/device managementnDeep expertise and working knowledge of OS – including Windows, iOS, Mac and AndroidnKnow technically how to troubleshoot blue screens and app crashesnFunctional knowledge around analytics and machine learningnDeep knowledge of cloud services, software and mobility hardware technologynCustomer focused alwaysnExcellent written/oral communications and analytical skillsnExcellent interpersonal skills; ability to build, consensus building, manage and influence virtual teamsnAbility to interface effectively with all levels of management and functional disciplinesnEducation  Additional Criteria Required:nBA or BS in Marketing or Technology related field, advanced university degree preferrednTypically 10 years’ experience in product management or development at a technology company (hardware, cloud, SaaS or large scale cloud services vendor)nTypically 5 years of relevant software experiencenTypically 5 years of people management experiencenITIL Certification preferred, strong understanding of ITIL tools, processes and terminology a plusn,hiringOrganization:

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