Jose Vasquez Email & Phone Number

Sydney, Australia

Managing the HPE Channel Partner Delivery Program as a key business imperative for the APJ region. Responsible for building and managing an efficient and effective Channel and Subcontractor service delivery program and associated infrastructure to enable profitable business growth and to achieve a high level of customer satisfaction through our Partner community.• Leveraging relationships with key internal stakeholders such as global/region/country business and delivery teams to ensure end to end alignment of business program goals and strategies between all business and delivery teams engaging with the HPE Partner community• Incisive engagement with HPE's APJ partner community to understand drivers and challenges, developing relationships and facilitating program enhancements that better support desired business outcomes.• Driving partner training and delivery qualification programs to ensure partner delivery engineer qualification and compliance with HPE quality and security policies• Executing effective financial management, providing incentives for HPE Partners to sell and provide delivery services whilst controlling delivery costs within HPE allocated delivery budgets. • Building and managing a continuous improvement framework within APJ region and country Partner Delivery teams by promoting best practice and driving comprehensive performance management against specific and challenging delivery Key Performance Indicators• Striving for the highest levels of customer satisfaction through the HPE Partner delivery network by ensuring comprehensive analysis of customer feedback is undertaken, leading to the development and execution of targeted improvement actions/initiatives.

• Manage Escalation Managers in South Pacific, Malaysia and Singapore, supporting high level management escalations across Enterprise Group product lines, involving significant business risk to HP.• Drive continuous improvement within regional and worldwide teams and enable closed loop outcomes for systemic process or product issues.• Establish and maintain strong relationships with service delivery teams and business units to ensure alignment of strategies and approach to complaints and escalation management.• Report and provide analysis on escalation KPI performance to business and delivery unit management• Provide management and best practise support for Enterprise Group product line customer complaints for South Pacific

Sydney, Australia

• Manage teams of customer service specialists (Customer Relations Team, Integrated Support Team and Escalation Managers) across Australia and New Zealand, responsible for managing consumer and commercial customer complaints and escalations to resolution. The role charter included identifying opportunities for improvements in operational and business processes affecting the customer experience and reporting to the business and service delivery organisations on root causes.• Ensure customer satisfaction targets are met with in South Pacific through engaging service delivery teams and enabling effective corrective action plans through consultation and analysis of customer satisfaction surveys as well as operational performance reports.

Sydney, Australia

• Manage partner service delivery performance for outsourced HP onsite and bench break/fix services nationally and within Pacific Islands, ensuring a high standard of operational performance and resulting customer satisfaction.• Build and maintain strong vendor relationships ensuring close adherence to contractual terms and performance measures.• Negotiate contractual and operational changes with vendors in order to meet changing HP service delivery environment and business goals.• Present operational and customer satisfaction performance and any associated performance improvement plans at local and regional management levels

Sydney, Australia

• Managing and developing the relationship between HP and its top account clients at senior levels (including C-level) with a specific focus on nurturing existing IT services agreements and identifying new business opportunities.• Building and cementing solid internal and third party relationships whilst motivating suppliers to consistently achieve contracted service levels and ensure customer satisfaction within delivery cost parameters.• Negotiating pricing and deliverables for any miscellaneous projects and changes, or additions to the existing services contract.

Sydney, Australia

• Presented proposed solutions to potential and existing customers at various levels, from Technical Managers to Managing Directors.• Managed relationships with internal technology groups for the exchange of product technical information, both generally and for specific bids or tenders

Sydney, Australia

• Presented Macquarie’s network profile and benefits to prospective customers and strategic partners at various levels, from IT managers and Chief Financial Officers, to Managing Directors and Board Members in a presales capacity.• Compiled, formatted and presented training material for internal company conferences and external customer training.

Sydney, Australia

• Held various roles with in Telstra, beginning as a trainee technical support resource in local telephone exchanges and eventually progressing to a national management position with in the corporate data services arena

Credential Of Readiness, Business Administration And Management, General, Honors

Business Analytics, Financial Accounting, Economics for Managers

Associate Diploma Of Engineering (Electrical), Electrical And Electronics Engineering, Credit