Dell Senior Service Delivery Manager in Munich, Germany

Service Delivery Leader

Munich, Germany

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 inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Services Delivery Leader on our Infrastructure Managed Services (IMS) team, based in Munich .

Dell customers rely on our products and services to drive progress. So we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

Primary mission and objectives :

  • Manage delivery teams for a dedicated customer on a named account to ensure efficient and consistent execution of end-to-end IMS delivery

  • Ensure delivery against SLAs and Total Customer Experience targets

  • Assist with contractual and business operations (e.g. Performance reviews, invoicing, collections) and service escalations

  • Total Customer Experience

  • Talent Retention

Principal Responsibilities :

  • Customer satisfaction and retention

  • Oversee delivery and provide support to delivery teams supporting relevant account or accounts

  • Meet with leadership/other EMC stakeholders to resolve escalations/issues, provide updates, review objectives and align delivery organization to IMS strategy

  • Participate, as needed, in client meetings

  • Recruit, develop, and manage enterprise delivery managers and storage administration teams that handle day-to-day operational assignments of the client

  • Participate in bid sign-on/sign-off discussions to provide delivery executive accountability

  • Adherence to P&L plans for names account or accounts

  • Alignment to Managed service plans and strategy

  • Manage performance of enterprise and leveraged delivery teams and develop leaders within the organization

Experience / Key Skills required :

  • 10+ years in Storage/IT outsourcing industry

  • Understanding of operational P&L

  • Large program / managed services contract delivery

  • Large-scale recovery operations

  • Executive-level strategic planning

  • Fluent English

Benefits

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 committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.