Global Service Delivery Leader

Global Account Management Service Delivery Leader

We need future-thinking leaders to join our Client Relationship Management team and look at the big picture with our clients. Be part of a team of professionals, who strengthen high-level client relationships through communication and act as a client liaison during the delivery of professional services or solutions.

Join us to do the best work of your career and make a profound social impact as a Global Account Management Service Delivery Leader​ on our Client Relationship Management Team in Hopkinton, Massachusetts.

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.
 
You will:

• Manage a customer specific (account specific) Dell client service delivery and achieve committed operational, efficiency and financial targets
• Participate in strategic planning sessions for Dell’s three to five-year plan to further develop Managed Services processes and capabilities
• 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
• Drives the activities of technical solution team members to meet contract obligations

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

• 10+ years of professional experience as a Service Delivery Lead with a Bachelor’s degree, 8+ with a Master’s degree or commensurate experience
• Extensive experience managing very 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

Desirable Requirements

• Industry recognized project management or service & delivery management certifications: PMP, ITIL etc
• Experience coordinating transitions from one service provider to Dell and 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

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Application closing date: 30 JAN 2024

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.

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