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Senior Manager, Service Delivery

,Remote - Netherlands

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Job ID R042523 Date posted Oct. 29, 2019
Services Delivery Sr. Manager – Global Service Desk (CSG)

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Manager, Service Delivery on our Global Managed Service Desk team in EMEA.

Dell 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 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. 

Key Responsibilities
• Lead, plan, direct, and coordinate the organizational/technical activities required for delivery of the services to ensure technical solution meets contracts and customer specifications
• Build in-depth knowledge of clients' priorities, challenges and initiatives and become a trusted advisor
• Maintain awareness of all service matters and manage customer during high priority escalations
• Coordinate the activities of technical solution team members to meet contract obligations
• Provide complex metrics and reporting support to all relevant stakeholders
• Proactively identify potential issues and drive resolution to avoid customer impact and facilitate continuous improvement.
• Identify opportunities for growth and innovation
• Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience and relationships

Essential Requirements

• Advanced organizing and planning skills to lead large cross functional teams and complex customer deliverables
• Advanced priority setting and delegation skills for large program teams
• Advanced analytical, problem solving, negotiation and organizational skills
• Advanced ability to lead large programs, teams and achieve desired customer satisfaction

Desirable Requirements

• Support & Deployment Services experience
• Strong technical background in IT support solutions
• OLP knowledge and experience
• MBA and/or equivalent experience
• Help Desk Institute certification
• ITIL Certification / ITSM expertise
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