Dell Services Program Manager, VxBlock in Round Rock, Texas
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 Program Manager on our Technical Program Management team in Round Rock, TX
The Converged Products & Solutions Services (CPSS) team is the single point of focus representing the service portfolio to the Converged (CI) and Hyper-Converged (HCI) Product Groups (PGs), ensuring each side delivers on our promise to Dell customers. We determine and implement roadmaps for CPSS offerings and serviceability requirements based on product roadmaps, strategic decisions around future solutions and feedback from internal and external stakeholders. We drive, execute, and align readiness activities to ensure Dell EMC Services readiness.
Responsible for representing all of Services, specifically Support & Deployment Services (SDS), to product management and engineering at both the executive and Core Team levels.
As a senior individual contributor, the successful candidate will be influential with both Product Groups (PG) and SDS teams in accelerating strategic programs critical to our success including serviceability requirements adoption by PG’s, improving operational metrics and targets as well as improving the assigned product(s) Customer Net Promoter Score (NPS).
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). The successful candidate will have experience with leading large and complex products/programs.
Chair the Services Extended Team (SET) meeting for your product(s), ensuring functional groups within Services receive all pertinent product release information and supply feedback on planning and priorities. Inspire the cross functional services team to create quality deliverables to meet milestones to coincide with product requirements and release schedules.
Define and drive serviceability requirements into products with close ties to Engineering. Prioritize your product’s Serviceability list in collaboration with SET team members, using 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 deployment and support delivery as well as the quality and engineering organizations to ensure effective operational metrics including support problem and resolution tagging to support data analytics. Measure product performance and drive future product improvements using analytics and customer obtained feedback.
Understand, create, and present a summary of the in-market performance of your product(s) (i.e. Time to Value, Time to Ship, SR volume, IB, forecast). Assess implications and develop recommendations to reduce the Cost of Service (CoS) and Services Workload, partnering with members of the SET team.
Maintain in-depth awareness of industry trends, business conditions and internal processes and practices to meet program delivery requirements.
Ability to lead large program and project teams towards successful outcomes while mitigating risks; excellent track record of leading and managing complex programs and projects.
Excellent written and verbal communication skills. Strong ability to articulate situations and identify viable options, then create compelling, influential data driven presentations to an executive level audience.
Excellent interpersonal skills and strong ability to influence. Problem-solving skills that determine the source of a problem and find an effective solution.
Ability to develop fact-based recommendations and business justifications (experience with leveraging data analytics, financial analysis, ROI justification, etc.)
Excellent organization skills. Ability to manage multiple projects and deliverables, prioritizing time wisely. Detail oriented with ability to see the big picture.
Exceptional leadership skills and having the ability to influence individuals and teams cross functionally to achieve results.
Be a Change Agent. Flexible and Adaptable to changing requirements in a business environment. Thinks and lead strategically based on data and analytics.
Service planning, new product launch readiness process and product and service product management experience.
Bachelor’s Degree in a technical or business-related discipline with 12+ years of relevant work experience or an MBA with 8+ years of relevant work experience.
Possesses advanced product / technology / industry knowledge. Converged and cloud industry knowledge a plus.
Computer skills – Microsoft Office as well as on-line tools (e.g. HR systems such as Workday).
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.
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