Senior Advisor, Services Project Program Management

Global Service Delivery Manager Leader

Dell Technologies customers rely on our products and services to drive progress. So, we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges, and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell Technologies deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

Join us to do the best work of your career and make a profound social impact as a Global Service Delivery Manager Leader on our Professional Services team.

What you’ll achieve As a Service Delivery Leader, you will be responsible for ensuring that full life cycle delivery (purchase to recovery) costs are within or better than the delivery costs contracted according to the service level agreement. You will work with the Global Client Service Delivery team to provide complex metrics and reporting support to all relevant stakeholders that ensure quality delivery to our customers.

You will

• Manage a customer specific (account specific) Dell client service delivery and achieve committed operational, efficiency and financial targets
• Support the development of operational metrics and reporting structures in support of Life Cycle Hub Services Delivery and proactively identify potential issues and drive resolution to avoid customer impact and facilitate continuous improvement activities
• This role will own the customer relationship and will be responsible for managing across all CMS (Client Managed Services) service towers, as well as build and sustain effective communications with all stakeholders and cross-functional teams to maximize the customer experience and relationships
• Ensure quality delivery against operational metrics, QA overall E2E delivery across multiple services, drive resolution to identified issues, implement process improvements (CSI) and manage customer escalations with effective communication to all stakeholders

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

Extensive experience managing large third-party relationships across geographies and/or industries in the successful achievement of customer satisfaction levels

Experience working with client computing outsourcing in the areas of Hardware Logistics, Field Services, Asset Management, and Depot processes along with having the ability to lead large global cross-functional teams and to develop and implement strategic initiatives with our customers

Ability to implement delivery transformation programs to drive cost efficiencies while meeting operational metrics

Desirable Requirements

• Bachelor’s degree, 5+ with a Master’s degree or commensurate experience
• Industry recognized project management or service & delivery management certifications: PMP, ITIL etc.
• Experience coordinating transitions and/or onboarding new customers
• Experience working with IT Service Delivery (Sales, Business Development or in a deliver capacity, DFS (Dell Financial Services) and CSG (Client Solution Group) to help expand and build the business footprint
• Compensation Dell is committed to fair and equitable compensation practices. The base salary range for this position is $123,250 -$159,500 (dependent on level)