Dell is looking for an End User Services Offer and Service Development Manager to join the Global Solution Design Center as part of a new and exciting chapter of this organization. This role represents a key component in shaping the success of our organization in the short, medium, and long term and will directly affect the overall performance of Dell Services growth plan.
The End User Services Offer and Service Development Manager is a functional thought leader within the service areas of the workplace services domain contributing to the overall Dell Services end-user services maturity, enabling the usage of emerging technologies, innovative solutions and capabilities, contributing and leading new services development and continuous organizational transformation.
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Determines where development and enhancement of service offerings and capabilities is needed by analyzing relevant opportunities, gathering inputs from strategic accounts and Dell Services internal and external partners
-Participates in design of organizational structures and competencies required to successfully sell, solution, implement and operate next generation end user and workplace services and supports the definition and implementation of required business processes to sell, solution, implement, and operate next generation end user services
-Assesses market and competition to determine overall new and existing services market positioning and competitive financials as they relate to end-user services and ensures that new solutions, services and capabilities are architected, designed and deployed in an optimum way to achieve the expected levels of functionality and quality
-Provides inputs into strategic planning, forecast, and market competitive research analysis for end user operational structures and service and manages the process for consolidating multiple demand inputs, prioritization of ongoing initiatives for end user and workplace services
-Works with solution design and sales to establish standard and accurate costing and pricing processes and techniques
-Analyzes the overall performance of organizational structures, services, and identifies service improvement opportunities
-Promotes existing and new services, new organizational models to internal groups, partners and customers
Acts as a thought leader, assists and guides POC/prototyping activities, guiding requirements, standards, and best practices creation for new and existing solutions, services and capabilities and participates in establishing and maintaining end user services solution design practice architecture standards and supporting processes
-Provides reporting to leadership team on specific metrics that drive and measure new service offerings, capabilities and solutions.
Qualifications
Role Requirements
-10+ years demonstrated gradual Solutioning/pre-sales experience in a IT Outsourcing and Managed Services in organization or, in the end user services market;
-Experience in working and developing end user and workplace services product portfolio and creating pre-sales and delivery structures and models;
-Ability to blend technology with business strategy and develop plans for new products/services and program initiatives for end user services
-Pre-sales process experience in IT outsourcing and managed services engagements related to end user services and end user computing management
-Good understanding of the impacts of emerging business and technology trends as they relate to end user services and their implications for business
-Ability to work across engineering, delivery and sales functions and promote ideas and concepts and drive organizational change management
-Good technical knowledge in end user and workplace services specific areas, both delivery models and technologies, such as: mobility and BYOD, service desk, field services, desktop engineering, VDI and cloud related technologies (IaaS, PaaS and SaaS) and information security;
-Excellent verbal/written communication skills
Preferences
-ITIL Foundation Certified; ITIL Intermediate Service Strategy or Service Design represents an advantage;
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