Dell Sr Advisor, Services Account Mgmt (17000VPS) in Dubai, United Arab Emirates
Sr Advisor, Services Account Mgmt (17000VPS)
Job ID R04113
Date posted 10/12/2017
Why Work at Dell?
Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.
Technology Services Manager
People make Dell so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Account Management Services Team at Dell, we are looking for a Technology Services Manager to join our team in Dubai.
With more than 100,000 team members globally, Dell promotes an environment that is rooted in the entrepreneurial spirit in which the company was founded. As we continue to grow our business in EMEA we are looking for sales people with a proven track record who are passionate about technology. You will be joining a collaborative and energetic team that welcomes creativity and different perspectives. In return Dell offers the training, development and support for you to develop your career and fulfil your ambitions and potential.
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and were committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
As a Technology Services Manager (TSM) you will have the opportunity to serve as a trusted advisor to our enterprise customers. You will be part of Dell's Global Support & Deployment team working with our ProSupport Plus and ProSupport Flex for Data Center customers. As a Technical Account Manager, you will provide consulting and end-to-end lifecycle management for complex data center technologies including various operating systems, servers, storage and networking from multiple vendors. You will be able to apply your IT service management skills by utilizing ITIL (Information Technology Infrastructure Library) based principles within a project management framework.
In this role, you will be responsible for working with key customer contacts to identify and align business and IT objectives, discover customer pain points, offer recommendations, and recognize current and future IT needs. You will play an integral part in helping our customers avoid unplanned outages by providing proactive preventative guidance. You will achieve this through the development and maintenance of a support service delivery plan and making recommendations for operational best practices.
You will manage mission-critical support escalations and serve as an active member of the account team with early engagement throughout the sales and product lifecycle.
If you want to make a difference for Dell and its customers, then this is your opportunity!
Areas of Responsibility
Requires a solid understanding of and technical competence in data center technologies. Preferably a working knowledge of Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking
Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends
Ensures effective ownership, communication, coordination, and facilitation of support service activities between support teams, account teams, field service personnel, and customers
Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
Identifies and leads continuous improvement activities in support of customer or internal business processes
Acts as single point of contact for all support requirements as they pertain to the assigned customers' environment. Available 24x7 to coordinate Dell resources during critical incident management
Local language capability and well versed in Middle Eastern culture and ethics.
Ability to effectively interact and communicate with Senior Executive to CxO-level personnel
Excellent presentation, communications, and interpersonal skills
5 years general enterprise experience with data center technologies such as Cloud, Virtualization, Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking
Industry recognized Certifications and a strong in-depth and verifiable knowledge of the following subjects and hardware;
B.S. Degree in Information Systems, Computer Science or equivalent experience
IT business process certifications (ITIL, Six Sigma, PMP, etc.)
Technical certifications (MCSE, CCNA, Server+, etc.)
5 years in troubleshooting complex technical issues
5 years IT infrastructure deployment experience
4 years IT project management experience utilizing an accredited framework
5 years vendor and maintenance management experience
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.