Manager 2, Service Delivery
UtahJob ID R035471 Date posted Sep. 19, 2019
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 Manager 2 on our Service Delivery team in Utah.
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.
ACCOUNTABILITIES: Ensures that full life cycle delivery costs are within or better than the delivery costs contracted according to the service level agreement. Coordinates the activities of technical solution team members to meet contract obligations. Provides complex metrics and reporting support to all relevant stakeholders. Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement. Identifies opportunities for growth and innovation. Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience and relationships. RESPONSIBILITIES: Responsible for managing smaller group of Delivery Management team members. Responsible for small to medium sized accounts. Takes the lead role in managing customer relationships. Mentors team members on delivery management best practices and process improvement opportunities. Account assignments and asset responsibility smaller in scope (smaller dollar value and smaller acccounts). Manages and controls expense for the organization while ensuring resource optimization. Manages multiple third-party partners in the successful delivery of technical solutions. Ensures team achieves performance and customer services metrics. Resolves escalated problems to maintain strong customer experience levels. Responsible for delivering in a semi-matrixed global delivery model.
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you’re ready to both champion and challenge world-class services on a global stage, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.