Senior Advisor - Account Services Management at Dell

Job Description

• You will be responsible for working with customer contacts at multiple levels to identify and align business and IT goals, discover their pain points, offer recommendations, and recognize current and future needs. You will manage multiple challenging work streams and service delivery processes for operational best practices. Prioritizing and aligning to customer needs while driving continuous improvement and developing monthly business reviews.

You will:

• Build consistency of delivery and adherence to standard practices, ensuring contractual service requirements are met. Maximize the value of the customer’s investment in Dell Technologies throughout the end-to-end product lifecycle.
• Compile, analyze and report statistical data and trends relating to service-level compliance and operational effectiveness.
• Present operational and service-level reports and explain service-level support available to all partners. Develop and coordinate proactive maintenance initiatives based on industry best practices.
• Facilitate effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
• Help customers operate various solutions across datacenter infrastructure technologies and act as a single point of contact for support requirements. 
   

Essential Requirements

• 8 to 12 years of relevant experience delivering successful complex IT services across a range of sectors - Telco experience is an advantage. 
• Demonstrated ability to work in a fast-paced matrix organization directing diverse teams through multiple programs to completion. Outstanding communication skills and the ability to positively influence all partners.
• Proven ability to manage a dynamic workload of complex priorities and deliverables while proactively communicating expectations.
• Strong data focused and problem-solving skills and a passion for learning and mastering new concepts quickly and independently.
• IT business process certifications (ITIL, Six Sigma, PMP, etc.) and technical certifications (MCSE, CCNA, Server+ etc.) are a plus.