Job Description

SSD- GTS-Service Line ManagerThis role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Service Line Manager (SLM)
Responsible for the overall governance and performance management of a service segment of significant scope and complexity at the country and regional level. Focuses on driving service excellence through metric performance oversight, data analysis, data-driven decision making, and continuous improvement initiatives. Ensures alignment with business objectives, customer expectations, and operational targets.

Management Level Definition:
Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process. Exercises independent judgment to identify and select solutions. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities:
• Govern and monitor service performance against defined KPIs and targets, ensuring consistent delivery against SLA and operational goals.
• Lead performance management activities, including regular reviews, scorecards, and implementation of corrective actions.
• Conduct data analysis and trend analysis to identify risks, opportunities, and areas for continuous improvement.
• Drive problem management, including root cause identification and implementation of sustainable corrective actions.
• Collaborate with regional and global stakeholders to align on performance priorities, targets, and improvement initiatives.
• Develop and deliver clear, data-driven presentations to operational and executive stakeholders.
• Lead and support key initiatives aimed at improving customer experience, operational efficiency, and service quality.
• Ensure consistent governance frameworks, reporting standards, and performance visibility across the service line.

Education and Experience Required:
• Typically 5+ years to establish proven track record in directly related business.
• Typically first level university degree or equivalent work experience; advanced degree is a plus.

Knowledge and Skills:
• Moderate knowledge of IT and services industry, including service delivery models, processes, and performance frameworks.
• Strong analytical skills with experience in data analysis, trend identification, and performance reporting.
• Hands-on experience with Power BI (PBI) or similar tools for dashboarding, reporting, and data visualization.
• Familiarity with AI-driven tools and capabilities to enhance analysis, automation, and decision-making.
• Strong problem-solving skills with focus on root cause analysis and continuous improvement.
• Stakeholder management and influencing skills across multiple levels and geographies.
• Strong communication and presentation skills, with the ability to translate data into actionable insights.
• Moderate level of planning, project management, and change management skills.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 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.

Unconditional Inclusion

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

Job:

Services

Job Level:

Specialist

Hewlett Packard Enterprise is EEO 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.

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.