Dell Quality Senior Principal Engineer/Service Program Manager - Austin, TX in Austin, Texas
Program Manager/ Q uality Senior Principal Engineer (Consultant)
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We are looking for a senior cross-functional Program Manager lead to directly support Global Support & Delivery revenue plans and road-maps. This person will be responsible for leading the worldwide planning & implementation of New Service Offer programs and capabilities across the Services Porfolio
Represent, lead, and coordinate multiple global services team members in parallel (Ex. Global Parts, Global Field Labor Delivery, Global Operations, and Technical Teams etc) and their operational requirements (processes and capabilities) during the design and implementation of new offers of the Services roadmap.
Employ OLP (Offer Lifecycle Processes) methodology and support governance practices in compliance with business policy and ISO requirements
Defines and solves for end-to-end optimal business processes designs during the development and updates of New Service Offers within the Support & Deployment ISG Services Organization
Develops Customer Journeys through collaboration with Services product Marketing leader and crossfunctional delivery SME.
Drive and/or negotiate the successful creation, review, and approval of the Service Functional Plans and program details across different levels of the Organization (peers, executives, VP) .
Establish and drive toward meeting Program Operational KPI/goals and objectives through data analysis, reporting and corrective plans at the offer/products lifecycle
Prepare and deliver executive level updates to diverse functional leaders and stakeholders that message program status, proposals for issue mitigations/resolution, and/or deep dive topic discussions.
12+ years of related experience with a Bachelor’s degree; or 8+ years with a Master’s degree; or 5+ years with a PhD; or equivalent experience; Engineering Degree preferred (Industrial, ME, EE) and/or Process Engineering experience
Process / Procedural Mapping experience / Process Re-Engineering
Background in Quality Management System / ISO / Black Belt
Proven and relevant experience in areas of services operations (Min of 2-3): technical support, parts & logistics, field delivery, global learning and development, configuration services, custom customer bid desk, supportability engineering, Technical Account Manager/ Personalized Services, etc.
Strong and proven ability to analyze data, trends and net messages for Executive audiences and comfortable negotiating and influencing at higher levels of the organization.
Capable of developing and leading resolution for complex problems with initiative and urgency. Comfortable performing in a self-directed environment with remote team members and leaders.
Ability to scale across multiple High Priority projects in parallel.
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
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