Senior Advisor, Services Project Program Management

Dell Technologies • Round Rock, TX

1d • $123,250 - $159,500

About The Position

As a Global Service Delivery Manager Leader on Dell Technologies’ Professional Services team, you will ensure full life-cycle delivery costs, from purchase to recovery, are within or better than the costs contracted under service-level agreements. You will work with the Global Client Service Delivery team to provide complex metrics and reporting support to stakeholders and help ensure quality customer delivery.

The role manages account-specific service delivery, customer relationships, and delivery across Client Managed Services service towers. It involves collaborating with stakeholders and cross-functional teams, monitoring operational, efficiency, and financial targets, resolving delivery issues, improving processes, and managing customer escalations. The role also supports strategic account growth and identifies sales opportunities in partnership with Sales and Global Services colleagues.

Requirements

• Extensive experience managing large third-party relationships across geographies and/or industries to achieve customer satisfaction.
• Experience with client computing outsourcing in Hardware Logistics, Field Services, Asset Management, and Depot processes.
• Ability to lead large global cross-functional teams and develop and implement strategic initiatives with customers.
• Ability to implement delivery transformation programs that drive cost efficiencies while meeting operational metrics.

Nice To Haves

• Bachelor’s degree, or 5+ years with a Master’s degree, or commensurate experience.
• Industry-recognized project management or service and delivery management certifications, such as PMP or ITIL.
• Experience coordinating transitions and/or onboarding new customers.
• Experience working with IT Service Delivery, Sales, Business Development or delivery roles, Dell Financial Services, and Client Solution Group to help expand and build the business footprint.

Responsibilities

• Manage customer-specific Dell client service delivery and achieve committed operational, efficiency, and financial targets.
• Support development of operational metrics and reporting structures for Life Cycle Hub Services Delivery.
• Proactively identify potential issues, drive resolution to avoid customer impact, and facilitate continuous improvement activities.
• Own the customer relationship and manage delivery across all Client Managed Services service towers.
• Build and sustain effective communications with stakeholders and cross-functional teams to maximize customer experience and relationships.
• Ensure quality delivery against operational metrics and perform end-to-end quality assurance across multiple services.
• Drive resolution of identified issues, implement process improvements, and manage customer escalations through effective stakeholder communication.
• Work with Sales and Global Services colleagues to develop strategic account growth plans and identify and pursue sales opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior