Dell Manager 2, Services Project/Program Management in Shanghai, China

Manager 2, Services Project/Program Management

Shanghai, China

Job Description Summary


  • Manages the delivery of Deploy services for company engagements that are designed to be delivered through our Remote Deployment Centers.

  • Manages the staff that is the primary interface to the customer, vendor and all personnel associated with the engagement.

  • Responsible for the delivery of project/program implementation plans that articulates the role of EMC in the delivery of the designed solution.

  • Ensures implementation of project/program activities is coordinated with technical resources, remote or field, including partners if necessary.


  • Provides technical and/or business consultative leadership for Program Management and Project Management functions for multiple projects

  • Monitors program delivery and provides coaching, counseling, and motivation to maximize employee performance - Assists with the recruiting and hiring employees, based on global profiles, who can help grow and drive business growth

  • Drives cost effective and timely delivery of billable implementation services that drive product and service revenues

  • Reviews and monitors the implementation plans delivered in engagements

  • Responsible for the effective management of the life cycle of a project

  • Leverages talent to deliver quality implementations in line with the Standards

  • Manages the headcount for delivery of activities and ensures the appropriate resource teams are assigning the qualified resources to the priority projects

  • Maintains a level of Project Management readiness, in order to be successfully prepared to support the delivery of an engagement, through ongoing employee training and development of strong relationships with management

  • Proactively identifies and provides input into the development of Project Management policies, procedures, standards and strategies

  • Maintains awareness and involvement in existing or potential customer escalation issues

  • Ensures compliance with the best practices, maintains and submits activity/progress reports and time recording/management reports

  • Manages the cost of engagements against backlog management/churn goals

  • Builds and maintains relationships with the Theater, Sales, Customer Service and Customers to influence and facilitate issue resolution, as well as viability of overall Remote program delivery

Key Responsibilities

The RDC team supports the Theatres by delivering projects related to Dell EMC High-End Deployments (ProDeploy mainly). They define and oversee a project’s success criteria, customer interactions, processes, schedules, resources, and deliverables. They are adept at coordinating project contributors across functions, including sales, customers, field delivery and customer support and driving the project to closure, contributing to overall Theater performance objectives (Revenue and CSAT).

A successful Manager is passionate about the customer experience, demonstrates excellent communication skills, effective personal/time management, employs strong personal initiative and thrives in a self-directed environment.

  • This position leads a team of 20+ Project Managers and Delivery Engineers supporting APJ (Mainly China, Korea and Japan).

  • Daily responsibilities include overseeing project managers/resolving project escalations, driving quality and efficiency, monitoring performance/driving improvement.

  • Responsible for development and coaching, day-to-day project operations, maintain budget, establish team goals and ensure goals are met

  • Builds and maintains successful relationships with delivery division leaders, sales, presales, and customer services

  • The Manager is the leader for the RDC and reports into leadership outside of China.

Essential Requirements

  • Customer and business focused, drive for results

  • Attention to details, customer focus

  • Ability to influence others to achieve results, Proven Leadership skills with a passion for providing superior service.

  • Ability to identify problems at an early stage and solve them effectively, serve the team as a point of escalation and expertise for the team.

  • Fluency in English, demonstrated ability to work effectively cross functionally and with multiple levels of management, to facilitate communication and provide tactical direction among team members with varied cultures, backgrounds and areas of expertise

  • Typically requires 4+ years managerial/leadership experience and 12+ years of relevant work experience (Any diversified leadership experience is a plus)

Desirable Requirements

  • Knowledgeable of PMI, or equivalent delivery and deployment processes.

  • Understanding of DELL EMC's products and their value added to the customer

  • Ability to travel up to 10% of the time