Job Description
Job Title: ABU Account Service Director
Location: Flexible in US depending on Candidate
Department: Global Support Services
Reports To: Executive Director, Global TAM Organization
Summary of Role:
Reporting to the Executive Director for Global TAM (Technical Account Management) Services, the primary responsibility of this role is to co-lead a customer facing, regional Support Services organization for the Dell Americas market. The individual is accountable for strategic direction and day-to-day operations; this includes service delivery (proactive) and escalation management (reactive) for commercial customers that have purchased Dell’s ProSupport Services. The individual would ideally have come from an IT services/support background and have strong people management and leadership experience. The ABU TAM/SDM Services organization currently consists of approximately 200 people across the country; both in regional support centers, as well as remote locations situated close to our customer base. This person is a manager of managers.
Principal Duties and Responsibilities:
• Develops integrated business plan with strategy, goals, and metrics for the ABU TAM/SDM Services organization. This plan is in alignment with Global TAM/SDM Services and broader Dell Services objectives
• Ensures that core service deliverables are met for all ProSupport customers in areas of service delivery management (proactive), escalations, case management, relationship management and reporting
• Leads team to achieve operational targets and identified career and personal objectives; owns Talent Plan for the region
• Represent TAM/SDM Services and ProSupport to customers, sales teams, field services and technical support organizations; collaborates cross-functionally with business partners to drive value for customers
• Key leader in the development and maturation of the Global Support Services and TAM/SDM Delivery Framework Travel %: Approx 30% US travel, 10% regional/global travel
Languages: Necessary - English - Fluent
Qualifications:
Knowledge and Functional Skills
• Requires strategic agility and the ability to deal with ambiguity, project management skills, leadership skills with the ability to motivate and develop teams and individuals
• Advanced negotiation skills when interacting with customers, partners and third parties
• Ensures budgets and schedules meet corporate requirements.
• Experience in working across cultures and on regional/global project teams
• Strong knowledge of technical support services and onsite service delivery
• Demonstrated experience leading people and organisations
• Demonstrated experience developing and driving field support strategies and operational plans
• Results achieved through customer relationships
• Advanced ability to multitask simultaneous escalations
• Excellent verbal and written executive communication skills
• Strong presentation skills are required, as this position will closely interact with senior management, sales leaders and customers
• ITIL Foundation certification desired
• 15 years experience; 10 years experience with Bachelors Degree
• 8 years of managerial/leadership experience
Dell offers:
-Opportunity to work with a strong brand at one of the world's largest IT solutions providers
-Dynamic, challenging, international work environment
-A team with a high level of energy, integrity and motivation to win
-Exciting internal career opportunities
-A commitment to diversity and inclusion
-Competitive compensation including bonus plans & a great benefit package
-An individual professional development plan
Apply Now
Email: jobs@aarenconsultants.in Resume or CV with Job Post Title
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