Services Delivery Management Consultant New York NY Job in New York, New York Us
Services Delivery Manager - Dell Americas Support Services
Dell Inc.'s Support Services business unit seeks a Services Delivery Manager. This role ensures a positive customer experience by providing oversight and management for customer support planning and technical issues. This position is instrumental to Dell's success, as the incumbent will act as the customer's single point of contact for support and advocate into Dell Services.
Roles and Responsibilities include, but are not limited to:
· Provides customer account management on a 24x7 basis, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).
· Utilizes ITIL/ITSM frameworks to evolve best practices and simplify customer's IT operations
· Works closely with Account Teams to ensure end-to-end planning and sustainment of Dell solutions
· Coordinates of problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products.
· Meets established performance metrics including time to engage, time to resolve, customer satisfaction, and other metrics as defined in performance plan.
· Makes time sensitive, mission critical decisions that impact customer operations.
· Presents and explains support deliverables to internal and external customers at various levels to include customer executives.
· Manages customer expectations with respect to support agreements and project plans.
· Travels to customer locations as needed.
· Acts as single point of contact for customer escalations.
· Develops and delivers post incident reports on all critical support incidents, develops and maintains customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals.
· Documents key customer iniatives and needs utilizing SMART goals, tracks and monitors progress through data trending and analysis, and reviews progress with customer.
Qualifications
· Experienced presentation and command skills.
· Experienced conflict resolution skills.
· Experienced project management skills.
· Experienced in working remotely and independently.
· ITIL Certified preferred
· 5+ years relevant experience
· 8+ years with High School Diploma
· 4+ years with Bachelors Degree
· 2+ years with Masters/MBA
Want to work in an environment where each day is focused on delivering solutions that make a real difference in people’s lives?
Where teams are constantly curious, and different perspectives and experiences are valued?
At Dell, we believe technology is essential for human success and that it should be accessible to everyone. We are constantly evolving
to better serve our customers, seize new opportunities and drive growth. Together we can change the world. Come join us.
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Dell is an Equal Opportunity Employer. To learn more about our commitment to Diversity Inclusion, visit: Equal Employment Opportunity Policy Statement