Dell Account Service Management Advisor in Shanghai, China

DESCRIPTION:

  • The Services Delivery Manager ensures a positive customer experience by providing oversight and management for customer support planning and technical issues.

  • The SDM provides an external and internal single point of accountability across complex customer environments through the successful management and integration of multifaceted Dell services entitlements and engagements.

  • They work with the customer to develop a support plan that includes focus on increasing availability/uptime, improving efficiency, reducing cost and helping customers solve their business problems.

  • The Service Delivery manager supports the customer with all Dell Products and Service Processes. This service is country wide or Global in nature and encompasses all services activity in the Customer account.

  • Coordination and oversight to problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems.

  • Executive/Management presentations to customer leadership on performance and initiatives. Travels to customer locations as defined by contract/support agreement.

  • Provides Business Intelligence information to the customer around transactional and proactive support activities.

  • Responsible for Customer Account Management and Service Project Deliverables at higher levels within the organization.

  • SDM will create a Documented Escalation and Communication Plan that is captured in an Operational Guide

QUALIFICATION:

  • Bachelor's degree or equivalent with a minimum 6 years experience in customer service, project management or related quality management experience. MBA preferred.

  • Strong operational and management background with proven ability to lead an organization in customer service and support, by providing clear direction and objectives to teams, as well as inspiring them to take on new challenges and exceed expectations. MCP or RHCT is a MUST requirement.

  • Concrete experience in delivering strategic solutions for account management and case management. ITIL certification preferred.

  • Successful track record in achieving and exceeding operational goals in a high growth business.

  • Excellent communication, presentation, and negotiation skills are essential.

  • Ability to prioritize and take on multiple tasks

  • Proficiency in English, Mandarin

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