PS SECURITY SERVICES EMEA DELIVERY & EXPERIENCE LEAD
ABOUT HP AND PS SECURITY SERVICES
HP’s vision and promise is to engineer experiences that amaze. With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, we continue to deliver ground-breaking new technologies to build on our 80-year legacy of innovation.
The Security Services team within Personal Systems is a high-performance organization looking for motivated and talented leaders with a passion for customers, quality, and new technology that will drive the future of endpoint security.
We value collaboration, ingenuity, tenacity, and agility. Join our team. Work hard, solve problems, and watch as your efforts have a direct impact on the future of HP, the future of endpoint security and the security of customers around the world.
HP’s Security Services is looking for a EMEA Delivery & Experience Lead to join the team based in Cambridge, UK. The candidate will be responsible for delivering the Proactive Security service including responsibility for managing customers across the lifecycle (onboard, policy configuration, management / monitoring, insights delivery, maintenance support and renewal / deboarding).
The ideal candidate understands endpoint security, has experience with service delivery, has customer facing experience and is an experienced people manager.
The EMEA Delivery & Experience Lead will report to the Security Services Delivery & Experience Team Manager.
This is an individual contributor role.
ATTRIBUTES THAT DESCRIBE YOU
Agile + Flexible . Can adapt and pivot effortlessly to new information and realities to get the job done.
Lead Strategically + Execute Tactically . Ability to think, engage and lead strategically (including with senior business leaders) and enjoy rolling up your sleeves and working tactically with individuals across the organization to get work done.
Workflow Automation + Process Discipline . Constantly evaluate workflows and identify opportunities to streamline and automate processes that lead to a better customer experience and enable scalability.
Insights + Customer Orientation. Use data to deliver actionable insights to customers to demonstrate value of Security services.
YOUR RESPONSIBILITIES :
Customer Onboarding : Successfully onboard new customers onto service (leveraging technology to automate as much as possible)
Service Delivery : Administer customer policies, monitor customer devices, alert and notify customers when threat incident occurs
Customer Experience : Use analytics & insights to showcase the value of the service for customers and drive adoption / customer experience
Level 2 / Level 3 Support : Respond to customer support issues as they arise throughout customer lifecycle
Process Automation & Reengineering : Streamline and automate delivery processes to create an improved customer experience, and codify processes that help the business scale while providing a more consistent experience for customers and partners
Solid experience in services delivery, desktop support and / or endpoint security
Technical understanding of endpoint security solutions and how these solutions are managed
Customer-facing experience including understanding of customer experience for software-based services
Exceptional collaboration and relationship-building skills with the ability to develop strong working relationships at all levels of management, both inside and outside the Security Services team.
Understand, utilize and share knowledge of ITIL framework and ITSM methodologies
Technical knowledge of software deployment tools & techniques such as Config Manager, Ivanti, Altiris, PowerShell scripting, MSIEXEC, etc.
Fluency in English, German, French and ideally Spanish
Strictly no agencies