Dell Technical Program Manager in Hopkinton, Massachusetts

Dell EMC

Services Program Manager (SPM) Job Description

Job Family: Technical Program Management

At Dell, we are committed to bringing innovation to people everywhere and organizations of all shapes and sizes so they can transform and thrive in the digital economy.

SPM Principle Duties and Responsibilities

  • Responsible for leading the worldwide management and execution of cross-functional programs throughout the product/solution lifecycle, documenting services progress and dependencies at every stage, adhering to the Offer Lifecycle Process (OLP).

  • Chair or attend all cross functional meetings ensuring functional groups within Services receive all pertinent product release information; ensure Services functional groups provide deliverables and meet milestones to coincide with product release schedules.

  • Define and drive serviceability requirements into products / solutions with close ties to Engineering. Prioritize your team’s top 10 Serviceability list, leveraging analytics to develop compelling business cases for each.

  • Communicate status, plans and risks to management and other stakeholders via Daptiv and effective communications.

  • Team with support delivery, quality and engineering to ensure effective operational metrics including support problem and resolution tagging to support data analytics to measure product performance and drive future product improvements.

  • Understand, create and present a summary of the status of your product / solution (SR volume, IB, forecast). Develop recommendations to reduce the Cost of Service (CoS) and Services Workload, partnering with the SPL and SET team.

Skills and Requirements

  • Ability to push technical projects towards completion while mitigating risks; excellent track record of managing complex enterprise software projects

  • Excellent written and verbal communication skills and strong presentation skills. Ability to create compelling PowerPoint presentations. Customer facing experience a plus.

  • Excellent organization skills. Ability to manage multiple projects and deliverables, prioritizing time wisely.

  • Exceptional leadership skills and having the ability to influence cross functionally to achieve results.

  • Flexibility / Adaptability to changing business environment. Thinks and leads strategically.

  • Excellent interpersonal skills and strong ability to influence. Problem solving skills.

  • Strong ability to frame situations and make/drive decisions.

  • Service planning, new product launch readiness process and product management experience

  • Ability to develop fact-based recommendations and business justifications (experience with leveraging data analytics, financial analysis, ROI justification, etc.)

  • Bachelor’s Degree in a technical or business related discipline and 5-10 years of relevant work experience. MBA or currently in an MBA program a plus.

  • IT or networking industry experience required. Converged and cloud industry knowledge a plus.

  • Laptop computer skills – Microsoft Office as well as on-line tools (e.g. HR systems such as Workday)

About Dell

Dell's mission is to be the most successful computer company in the world at delivering the best customer experience in markets we serve. In doing so, Dell will meet customer expectations of:

  • Highest quality

  • Leading technology

  • Competitive pricing

  • Individual and company accountability

  • Best-in-class service and support

  • Flexible customization capability

  • Superior corporate citizenship

  • Financial stability

To discover more about Life at Dell and why you might consider becoming a part of one of the talented, dedicated and motivated teams in the Dell family, click on the link below:

Life at Dell