Dell Senior Advisor, Client Relationship Management in Bengaluru, India
People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Dell EMC Managed Services span infrastructure, engineered solutions, and end users. Engineered Solutions encompasses our expertise in cloud solutions comprised of different best-of-breed products from Dell Technologies businesses such as Virtustream, VMware, and Pivotal. These cloud platforms include Dell EMC Converged Infrastructure, Hybrid Cloud and Native Hybrid Cloud with VMware and Pivotal. Within the Infrastructure Managed Services at Dell EMC, we are looking for a Sr. Advisor, Client Relationship Management to join our team in Bangalore
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We believe in working together to build a brighter future, celebrating the entrepreneurial spirit that lives inside us all, and marrying innovation with action. Dell is proud to offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Why Work for Us: Dell is primed to recruit the best and brightest candidates from all across the globe. We take pride in fostering a winning, innovative, inclusive employee culture. We also take calculated risks and we celebrate big victories when they pay off.
Our Employee Value Proposition: Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.
General Summary : Responsible for managing the delivery of managed services for Dell EMC customers and accountable for the delivery of highly-complex projects on time and on budget utilizing ITIL best practices, acts as primary interface to the customer/onsite Delivery Manager, vendor and all Dell EMC personnel associated with the engagement.
Ensure positive Client satisfaction and Account leaders relationship
Monitors & Drives service-delivery performance with established governance
Accountable for Service delivery performance & Quality overall
Ensure / Manage communications on day to day service operations are delivered to global Account stakeholders based on ITIL framework
Provide single point of contact and be the advocate between Service Delivery teams and Global Account leaders /Customer
Manage delivering to contract performance standards and client measurements
Drive/Manage service quality and improvement of service delivery processes
Continually identify ways to reduce cost delivering the services and improve service
Deliver on service commitments- As directed by the APF/Portfolio Managers; Drive/manage subcontractors/third party providers
Understand customer requirements and business opportunity/requirements identification, guidance, support and closure
Provide account leadership/direction and technical support- Participate in response to RFS's on behalf of the delivery organization
Availability Management - Ensure services are available as per agreed SLA's
Continuously identify Process Improvements to ensure that the practices processes are aligned to Global Delivery practices.
Continuously identify ways to improve service & efficiency. Plans , & drives delivery improvement measures (SIPs)
Accountable for the client relationship management for medium to large accounts, typically in multiple sites with a higher level of complexity.
Responsible for managing larger cross functional groups of Account Delivery personnel .Takes the lead role in managing relationships with larger, more critical customers.
Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation.
Leads meetings with an executive level audience and articulates a forward thinking account plan.
Understands customer needs at country and regional level.
Works on unusually complex problems and provides solutions that are highly creative.Monitors expense controls.
Collaborates with delivery teams on core processes and improvement opportunities and engages with corporate level executives and their direct reports, often with customer board interaction.
Resolves escalated problems/projects/items to maintain strong customer experience levels .
At least 12 years in Global IT Infrastructure Managed services industry
At least 4 years in global delivery management
At least one core Technology experience- Server/ Storage/Backup
Worked with global stakeholders and clients remotely
Mandatory ITIL Certification and real-time expertise
Excellent in communication and presentation skills
Excellent in negotiation skills and stakeholder management
Mandatory experience in Service Improvement & CSI projects
Should be willing to work across shifts, a good team player, and work cross functionally with multiple teams to achieve delivery results.
Understands customer at local, country, region and worldwide levels to analyze requirements and contribute to customer's strategic business plan.
Manages customer expectations by developing performance metrics & reporting, escalation management and communication plans.
Owns cost target commitments for all service delivery requirements developing, implementing and monitoring expense controls.
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.
Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: 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. Dell encourages applicants of all ages.
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