Dell Sr. Mgr, Account Services Mgmt in North Ryde, Australia

Account Services Management - Senior Manager

Sydney - North Ryde

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 Senior Manager on our Account Services Management team here in Australia.

Dell customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Key Responsibilities

  • Accountable for the delivery of all services and solutions at medium to large accounts, typically in multiple sites with a higher level of complexity

  • Responsible for managing larger groups of Account Service Delivery personnel which may include lower level leaders

  • Takes the lead role in managing relationships with larger, more critical customers

  • Helps define delivery management core processes and improvement opportunities and engages with corporate level executives and their direct reports, often with customer board interaction

  • Drives service level improvement/coordination with cross functional teams

  • Resolves escalated problems/projects/items to maintain strong customer experience levels

  • Assists in developing strategic goals and plans for organizational operations

  • Manages budgets, provides forecasts and produces financial analysis of accounts

Essential Requirements

  • Advanced knowledge of finance, contract management, customer relationship, leadership and relevant industry

  • Ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals

  • Strong negotiation skills when interacting with internal organization and 3rd parties

  • Demonstrated experience leading large remote teams

  • Advanced analytical, problem solving, negotiation and organizational skills

  • Demonstrated track record of delivering multiple high quality - medium to large sized accounts

  • Advanced organizing and planning skills to effectively manage large teams

  • Experienced priority-setting skills to effectively meet departmental strategic and operational objectives

  • Ability to communicate clearly and present to senior executives

  • Ability to manage significant delivery budgets and minimize account variances

Education and Experience

  • Typically 12+ years of relevant experience or equivalent combination of education and work experience

  • Typically requires 4+ years managerial/leadership experience

Benefits

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.

If you’re ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.

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, color, 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. Learn more about Diversity and Inclusion at Dell here .