Global Application Operations Senior Manager

Global Application Operations Senior Manager

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

Job Family Definition:

Directs, manages, leads, and coordinates the integration of existing and/or new Information Technology solutions according to requirements of one or more functions, businesses, geographies, and/or IT transformational activities. Areas of responsibility may include business and technical systems design, acquisition and/or development, implementation, and support; infrastructure design, acquisition, implementation, operation, and maintenance; client services support. Establishes functional business plans and technical project/program objectives to meet the short- and long-term goals and metrics of the organization, including internal/external partners required to utilize alternative resourcing plans. Understands, articulates, and optimizes application and process capabilities for use by multiple/all business and IT constituents; drives architectural standards and simplification. Ensures the design, development, delivery and supportability of services/solutions for businesses are in accordance with business and IT objectives.

Management Level Definition:

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.

HPE IT has recently undergone an extensive transformation program to deploy state of the art systems like Hybrid Cloud, S4 HANA, and data analytics platforms. HPE has both legacy and new technology in its application landscape.

The Global Application Operations Sr. Manager will be responsible for the overall management and delivery of operations for global HPE uERP application and specifically SAP S/4 based on targeted outcomes. For this, the Sr. Manager will manage a multi-vendor operations delivery model and will work across all HPE IT stakeholder teams to maintain reliable application operations working very closely with various business units and leaders. The Manager will manage the outcome of the operations based on meeting/exceeding defined SLAs and set goals for operational excellence such as reduction/prevention of incidents and MTTR through proactive problem management, automated analytics and self-healing. 

Leading a multi-vendor operation, the Sr. Manager will drive standardization of operations processes including but not limited to Incident Management, Problem Management, Root Cause Analysis and Service Transition.

This role will require extensive leadership and excellent communication skills to manage both HPE IT team members as well as vendor teams in a fast-paced and global environment.

This role will assess the health of assigned application portfolio, manage SLA, and lead contract extensions/adjustments.

Responsibilities

• Develop a thorough understanding of HPE application landscape and in particular uERP to effectively manage application operations
• Manage multi-vendor global application operations through process standardization and defined SLAs
• Manage vendors’ performance based on defined SLAs and operational goals
• Manage day-to-day application operations activities working closely with various vendors responsible for operations of different application. This includes but not limited to resolution of application incidents within the agreed upon SLAs.
• Manage and lead HPE IT team members to establish internal capabilities for global application support operations
• Ensure all application operations vendors follow the established application operations processes
• Ensures vendor and partner contracts are executed to the terms of the contract
• Work directly with different business units to establish and own communication cadence and manage relationship with to deliver measurable services. This may include regularly scheduled meetings to review and discuss application operations SLAs and quarterly causal analysis as well as understanding business unit needs for better service delivery. 
• Work directly with business units to review small enhancements requests and schedule delivery of them according to availability of operations resources
• Lead and manage operational excellence programs/initiatives targeting overall improvement in system stability and reliability. This will include regular analysis and review of incidents and service request to identify trends and improvement plans for different application.
• Actively participate and help manage Major/Critical Incident events to minimize/eliminate business impact
• Actively participate and manage the completion and/or review of root cause analysis for Major/Critical Incident
• Actively participate and manage completion and/or review of the problem tickets to resolve underlying systems issues
• Facilitate creation and/or update to the ServiceNow custom reports
• Work with application operations vendors to identify opportunities and implementing solutions to reduce ticket volumes through automation and other continuous improvement opportunities
• Establish, maintain and manage relationships with application leaders and Business Relationship Managers within their area of responsibilities
• As needed define and/or refine Application Operations processes leveraging industry standard ITIL and other frameworks
• Manage and/or work directly with application operations vendors for transition of new application operations into steady state 
• Manage operational excellence programs/initiatives targeting overall improvement in system stability and reliability
• Work collaboratively with vendors and jointly manage operational excellence initiatives (e.g., AIOPs, prevention and/or self-healing of incidents)
• Review and manage operations spend with partners
• Propose new contract extensions/adjustments and finalize contracts in partnership with the vendor management team
• Continuously improve financial efficiencies of application portfolio
• Engage and contribute to Disaster Recovery activities
• Working with vendors ensure all required run books are available and up to date
• Lead and coordinate change management communication and coordination activities across IT. This includes but is not limited to managing change communication and ensuring that all required IT teams/stakeholders have planned for their activities accordingly (e.g., implementation, testing, monitoring etc.).

Education and Experience

• Typically a Bachelor’s degree or equivalent experience and a minimum of 10 years of related IT leadership experience

Knowledge and Skills

• Strong written and verbal skills.
• 10 years of experience managing vendor and IT resource relationships.
• Minimum 5 years of management experience in hiring, training and retaining IT staff. Experience in working with defined processes.
• Extensive experience in managing 24/7 global application operations
• Minimum 10 years of managing global ERP operations such as SAP S/4
• Extensive experience with ITIL framework definitions and process improvements for delivering IT Services.
• Familiarity and working experience with ServiceNow

Complexity

• Works across a significant number of the suppliers, functions, and geographies to ensure their needs are met.
• Careful balance between vendor expectations and HPE’s interests

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Agile Methodology, Bias, Business, Coaching, Creativity, Critical Thinking, Cybersecurity, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Development Methodologies, Empathy, Follow-Through, Growth Mindset, Implementation Methodologies, Infrastructure Design, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 4 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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

#unitedstates

Job:

Information Technology

Job Level:

Manager_2

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $111,000.00 - $255,500.00

Hewlett Packard Enterprise is EEO F/M/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. .