Jan 2025 – Sep 2025 · 8 mos

• This is a GIG I am actively engaged in, parallel to my primary Managed Services Manager role at HPE.
• Focus Areas:
• Lead the development and delivery of Bite-Sized learning sessions focused on HPE Essentials.
• Oversee and enhance Slack engagement, fostering community interaction, sharing relevant content, and encouraging discussion.
• Serve as a resource and facilitator for live demonstrations and interactive learning.
• Key Deliverables:
• Regularly scheduled bite-sized learning events.
• Increased Slack activity and engagement across Ignite channels.
• Seamless knowledge-sharing sessions aligned with participant needs.

Sep 2024 – Sep 2025 · 1 yr

• The Managed Services Manager (MSM) is responsible for the coordination of activities with the Assigned Account Team (AAT) and within the GMS service delivery and owns the GMS customer relationship.  Managing the overall delivery of the GMS solution for specific accounts, acting as the customer’s single IT management focal for all service-related issues, technical escalations and integration actions.
• Key responsibilities on the MSM role:
• Coordinate activities with the Assigned Account Team (AAT) and within the GMS service delivery.
• Be a single point of contact for customer-related escalations.
• Responsible for developing, updating, and distributing the Outage Communications and Action Plans.
• Manage internal project delivery.
• Manage project financials including business impact.
• Manage stakeholder relationships.
• Manages first to mid-level stakeholder relationships.
• Manage project team.
• Manages internal as well as external resources.
• Be a management partner and extension of customer’s IT management structure.
• Contribute to technical knowledge transfer during onboarding of new customers.
• Proactively initiates optimization of the processes and tools.

Feb 2023 – May 2023 · 3 mos

• Vendor Management Gig (secondary role) at HPE, helping HR with Vendor Management requests:
• Creation and execution of Statements of Work/Change Requests
• Creation of Purchase Orders
• New Vendor Creation
• Business Units engagement and due diligence
• Team work with peers
• Partnership with internal customers and supporting HPE functions (AP, IT, GP, Legal)
• Compliance analysis and activities

Oct 2022 – Sep 2024 · 1 yr 11 mos

• Understands customer's specific business and IT needs
• Manages the delivery of contracted proactive support related services through the whole delivery lifecycle, such as but not limited to Installation, Service Delivery Support, etc.
• Monitors the current SLA levels against the agreed SLAs
• Support the customer in escalation management situations
• Drives the delivery of technical proactive activities
• Responsible for the implementation of planned activities
• Collaborates with all internal support and sales teams, accountable for the specific customer
• Conducts operational review meetings

Aug 2018 – Oct 2022 · 4 yrs 2 mos

• Responsible for handling HPE customer complaints for Benelux, Norhtern Europe & UKI