Aruba Field Services Manager

• This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Job Description

Provides support to Aruba Global Services by driving operational excellence to enhance the total customer experience of Onsite Field Labor by Suppliers and overall management of service delivery with significant scope and complexity at the country, region or worldwide level. Includes but is not limited to data analysis, project/process development, escalation management and field service management.

Responsibilities

• Drives Quality & Business Excellence initiatives by identifying improvement opportunities for Onsite Field Labor.
• Provide corrective action plan and take preventive measure to ensure operational performance is achieved as per contract service obligation to the customer(e.g. Post Incident Reviews, data analysis, DSAT Analysis, Supplier Response time to tickets).
• Be the primary escalation point of contact between Aruba Global TAC Organization and Onsite Service Providers for break-fix tickets involving parts or field labor.
• Monitors service delivery metrics and KPIs to drive business improvement.
• Extracts, analyses and provides data and reports to internal customers.
• Provides daily support to multiple operational request types (mailbox monitoring).
• Performs audit process for external vendors to ensure SOW/SOG agreement compliance.
• Develops and maintains SharePoint, Dashboards and Document Repositories.
• Manages Operational projects/initiatives.
• Collaborates with other geographies and global organizations regarding service support planning, implementation and performance.
• Works with vendor managers to ensure onsite capability is available to all locations where contracts are sold.
• Reviews monthly invoices from suppliers along with vendor managers for non-standard tickets.
• Education And Experience Required
• Typically 3+ years of experience in related business.
• Typically first level university degree or equivalent work experience.

Knowledge And Skills

• Moderate knowledge of IT and services industry.
• Must be able to analyze problems and solve them creatively.
• MS Excel Medium-Advance knowledge for data analysis on trends, drivers and outputs.
• Experience in continuous improvement and root cause analysis exercise.
• Basic Project Management knowledge or equivalent experience (including SOP, workflows, flowcharts, RACI matrix, etc).
• Good communication skills, critical thinking and time management.
• PowerBI knowledge is desired.