Dell Japan Infrastructure Delivery Services Director in Kawasaki, Japan

Job Title: Japan Infrastructure Delivery Services Director

Summary: The Infrastructure Delivery Lead will directs the IDS business in Japan. He/she will utilizes the company or a third-party’s products, processes, resources and services in the delivery of Infrastructure Group Solutions. Additional responsibilities include overseeing the demand support generation and services delivery of customer solutions and strategies based on the analysis of the customer’s business goals, objectives, needs, and general business environment. Provides both business leadership and technical leadership. Achieve financial, customer experience, people agenda and sales enablement objectives/ metrics.

Principal Accountabilities

  • Directs the efforts of IDS and related resources in the achievement of the strategic and operational objectives:

  • Financial Objectives: GAAP Revenue and Margin $ and %

  • Customer Experience: PDI, NPS, CSAT, PMSAT, FESAT, FCC, D2C, E2E;

  • People Agenda;

  • Sales Enablement – help sales achieved Demand Revenue & Margins Plans;

  • Operational Excellence Initiative;

  • Manages the Quarterly hiring, staffing and maintaining of a diverse and effective workforce: PM/PC/SA/TC and FE.

  • Manage the Quarterly Travel & Expenses budget and governance; ensure all staff expenses reports accurately and timely.

  • Responsible for career development/planning, performance and pay discussions of team members. Regular 1x1. Half-yearly performance reviews. Meaningful IDP.

  • Achieve Strong Tell Dell EMC EMC EMC Score minimum 75% of current major pillars ( EG: My Leaders, Our Culture and My Overall Dell EMC EMC EMC Exp) and eNPS>35% .

  • Nominate strong performers for quarterly awards.

  • Meets established targets around internal Service Level Agreements for IDS:

  • Presales: Assign SME to opportunities and develop solutions as per agreed SLA.

  • Postsales Delivery: Assigned post sales resources as agreed SLA

  • Work closely with Global Ops and Global Readiness teams executes, Japan, APJ and Global initiatives to improve the standard process, methods, deliverables, response timeframes, and support costs of the group:

  • Automation

  • Network Optimisation;

  • End To End Optimisation;

  • Escalation Process

  • CLCA

  • Revenue and H/C Outlook

  • Leads the strategic development and design of principles, processes, models, and standards that address business requirements and goals.

  • Leads the achievement of customer experience levels from a technical perspective. Own customer escalations for Japan Infrastructure Delivery Services projects. Quarterly customers visits – at least 2 visit per months;

  • Acts as an informational source on organizational practices and procedures.

  • Takes lead in addressing both internal and external issues regarding product delivery, technical architecture and customer service.

  • Provides direction and guidance for administration and results for multiple departments within a function or work area.

Job Duty Differentiators

  • Manages a large technical FE|SA|TC and PM group, actively prioritizing the workload among team members, assessing and coaching team members on the quality of their work.

  • Broad understanding of Dell EMC EMC products and services.

  • Significant interaction with Segment Sales, Segment Services Sales, Segment Management, internal Dell EMC EMC services organizations, and vendor partners.

  • Prioritizes the workload for his/her group in conjunction and cooperation from upper leadership and internal customer management.

  • Manages escalations relative to the workload and deliverables of the technical consulting group.

Experience

  • Functional

  • Leadership

  • 10+ years of relevant experience or equivalent combination of education and work experience.

  • 6+ years leadership experience.

Skills Technical Functional Leadership

  • Advanced contextual skills and experience in constructing complex service provider solutions in the IT services provider market are necessary to manage team members performing this work.

  • Requires advanced understanding of services costing and financials in order to assess and coach group team members on services solutions.

  • Good understanding in one or more of the core technologies used by the customer.

  • Advanced understanding of Dell EMC EMC offerings and general knowledge of toolsets used on projects.

  • Japanese Language Fluency is a MUST

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