Dell Senior Solutions Principal in Round Rock, Texas
The objective of the Solutions Principal role is to provide solution architecture leadership on complex services and multi-line of business opportunities by implementing a focused and structured approach to transform engagement strategy into a sound operational solution. The Solutions Principal will be an integral part in developing a strong win strategy and will lead the solution design, costing and governance phases of the deal lifecycle, as well as provide input and content into proposal documents, customer presentations, and contracts negotiation. The role resides within the Services Sales organization, and is a pre-sales role with direct customer engagement.
The primary categories of solutions supported by the Solutions Principal are focused on end user computing lifecycle and workplace managed services. These include
End point and end user lifecycle support including provisioning, automation, and management
Platform engineering and applications packaging/management
Hardware and Software Asset Management
Leading edge end user support solutions including: artificial intelligence (AI), machine learning (ML), self-help/self-healing technologies, robotic process automation (RPA), end user experience monitoring (UX)
Detailed responsibilities include but are not limited to the following:
Engage in early discussions with account team, business development manager, and customer to understand business problems and potential service components where Dell can add value
In partnership with the Business Development Manager, create an overall solution strategy and continue revising throughout the deal lifecycle.
Develop and articulate the solution strategy and preliminary scoping that solves for the customers’ business need. Including solution definition, sizing level of effort, engagement of subcontractor/partner , and solution documentation (proposals, presentations, statements of work)
Develop strong rapport’ with customer and be viewed as a trusted advisor (Solution/Delivery focused)
Identify, document and communicate customer solution requirements on an ongoing basis to the larger solution team made up of Dell internal and partner resources.
In conjunction with the Business Development Manager, build and manage a complex Services Pursuit Team (if necessary) in conjunction with customer account team
Lead solution team/SME's (where applicable) in the development of a detailed architectural design that is aligned with high-level architecture
Engage product development, leveraging emerging technologies and Dell’s technology roadmap in solutions
Drive the creation of scoping document and proposal language by SME’s/self as appropriate.
Establish self as the design owner with the Services Delivery Leadership team
Capture customer requirements (activities, assets, locations, SLA’s) and map to Dell capabilities. Ensure deliverability early in the “deal” life cycle. Modify as necessary throughout the deal life cycle
Delegate specific solution responsibilities to respective team members/SME's and ensure accountability for specific results and deliverables, where appropriate
Lead meetings with solution team for ongoing communications and asses progress
Provide regular project plan status to cross-functional management teams
Where necessary, provide regular Service Delivery Executive updates with status and next step recommendations
Drive and ensure governance and solution assurance processes are followed and communicated.
Lead the internal Solution Assurance Governance calls
Lead the development of Service Delivery Executive level communications including: Internal Review Decks (Solution Assurance Reviews); Drive creation of oral presentation material. Participate in Customer Oral Presentations
Ensure a quality solution and services proposal is delivered to the customer on-time
Oversee the development of an overall deal P&L with specific focus on all cost components
Provide risk assessment and update through the life of the deal.
Drive overall partner selection strategy and drive partner participation levels during the entire solution process
Lead the construction and agreement on both partner and customer Statements of Work
Participate in SOW/contract negotiations
Support successful hand-off of the solution to delivery and provide limited support during transition into steady state service delivery (knowledge transfer and historical perspective on decision making)
Masters of Business Administration, Masters of Finance, or MS Computer Science, or equivalent, desired
10+ years’ experience in IT end user operations, end user delivery management, and/or end user solution architecture, required
Specific technical depth in and end user discipline preferred: Service Desk, SW Asset Mgmt/Provisioning, support automation, or Field Services
Technical depth having been acquired working closely with delivery teams in a delivery role or program management role or delivering Services & Integration Management (SIAM)
In-depth experience in creating and managing the creation of large scale, global managed end users services solutions, 10+ years preferred
Experience with end user monitoring and management, desired
HDI and / or ITIL and/or ITAM certification preferred
Awareness of and/or familiarity with industry tools and concepts such as :
Erlang-C and queuing theory
ITSM platforms such as ServiceNow, Cherwell or Remedy
End-point management platforms such as WorkspaceONE or MS Intune
Analytics or telemetry tools
Asset Management tools such as Flexera, Eracent
Field Services tools such as EasyTerritory
SCCM, MEM, Intune, WorkspaceOne
Key ITSM processes such as Incident, Problem, Change, Request Management
HDI and / or ITIL and/or ITAM certification preferred
Experience working with staffing, cost and rates models
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