Senior Consultant, Service Delivery Executive

Dell Inc New York , NY 10007

Posted 3 months ago

Job ID R031255 Date posted Aug. 19, 2019

The Services Delivery Executive is highly skilled at understanding the complex needs of the business, translating its priorities into operational plans, and orchestrating the successful execution of the work to the specified timelines on a consistent basis.

  • Drives long-term, healthy customer relationships, acting as the bridge between the customer and Dell Technology Services delivery teams.

  • Provides the customer a single point of contact for the acquisition and execution of services, including deploy, managed, consulting or support services.

  • Acts as a customer advocate to all Services delivery teams, ensuring that customer needs and expectations are understood and properly translated to operational parameters.

  • Overall responsibility for quality of service and delivery for DT Select account. Work with DT Select team to increase transformational bookings; provide direction on strategic offers aligned to Dell Technologies key sales plays; aimed at creating steady year over year revenue growth.

  • This role is also expected to have a level of knowledge and experience to act as "trusted advisor" in recommending improvements to operational activities that will enhance the customer's ability to meet its business objectives in the present and into the future.

Job Family Summary

Plans, directs, and coordinates the organizational/technical activities required for delivery of the services to ensure technical solution meets contracts specifications. Builds in-depth knowledge of clients' priorities, challenges and initiatives and become a trusted advisor. Identifies potential sales opportunities and help coordinate efforts with sales and Global Services SMEs to pursue opportunities. Maintains awareness of all service matters and manage customer during high priority escalations. Develops strategic account growth plan along with sales and Global Services SMEs.

Principal 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.

  • Oversees service quality to ensure consistent approach, quality communication and highest level of expertise.

  • 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.

Principal Responsibilities

  • Leads the largest and most complex delivery of system solutions to customers

  • Typically has lower level delivery management team members assisting on service delivery

  • Responsible for assisting the sales organization in selling services

  • Defines and implements delivery management standards for team

  • Viewed as an expert in delivery management best practices

  • Maintains relationship with senior leadership of the customer

Frequently manages programs for global and inter-regional customers

Skills

  • Expert organizing and planning skills to oversee the largest and most complex deliverables

  • Expert priority setting and delegation skills working with senior level team members

  • Expert analytical, problem solving, negotiation and organizational skills

  • Expert ability to lead large complex programs and consistently achieve or surpass customer service level targets

  • Demonstrated ability to develop and implement strategic initiatives

Education and Experience

  • Typically requires 15+ years of related experience in a professional role with a Bachelor's degree; or 12+ years and a Master's degree; or a PhD with 8+ years experience; or equivalent experience

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Senior Consultant, Service Delivery Executive

Dell Inc