Manager 2, Service Delivery

Service Delivery Manager

Dell Technologies customers rely on our products and services to drive progress. So, we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell Technologies deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

Join us as a Service Delivery Manager on our Service Delivery team in Bangalore to do the best work of your career and make a profound social impact.

What you’ll achieve
As a Service Delivery manager, you will provide world-class delivery support to our cloud hosted customers by building an in-depth knowledge of our customers’ priorities and initiatives and becoming a trusted advisor that avoids customer impact and facilitates continuous improvement. You will identify potential sales and growth opportunities and will partner with key stakeholders to maximize these prospects.

You will:•

• Lead and manage Global Service Delivery Management team members and will be responsible for the delivery of contracted services to our customers in Virtustream Cloud.
• Manage Technical Team and shared services customer operations, Driving Platform Stability Initiatives and overall improve Delivery / Operation Excellence.
• Develop and maintain direct customer and broader service delivery relationships
• Implement delivery management process improvements
• Primary Incident and operational Escalation Focal during the shift, provide Management Coverage and coordinate technical bridge.
• This role will require the candidate to drive Operational excellence for OS Competency , Drive Automation , Innovation , CSAT , Platform Stability Projects and Driving Efficiency , and Talent retention.
• Driving execution excellence where he ensures there 100% process adherence and 100% error free change execution, along with Drive Customer excellence and Improve overall CSAT and e-SAT.
• Delighted customers and Drive Collaboration, Engineering connect and Best Practices within cross functional teams
• Should be available 24x7 for any customer escalations.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• At least 12 to 15 years exposure in IT Managed service experience, should have Min 6years of people Management handling team of 20 + Senior resources.
• Managed and Handled OS competency shared services team including Windows and UNIX OS
• Deep Technical and hands on understanding and knowledge on Windows and Unix OS, Cloud Technologies, Database understanding.
• Strong ITIL knowledge and should be flexible in working US working hrs.
• Strong organizational and planning skills to oversee and implement best practices across multiple customer deliverables
• Advanced analytical, problem solving, negotiation and organizational skills with strong priority setting and delegation skills
• Proven ability to lead large teams and achieve desired customer satisfaction, demonstrated ability to successfully support the management of third-party relationships
• Driving Platform Stability Initiatives and overall improve Delivery / Operation Excellence.
• Deep understanding of shared services managed service Delivery, Platform Delivery, Cloud Delivery.
• Deep Technical understanding and knowledge on OS competency, Cloud Technologies managed by the team.

Desirable Requirements

• Bachelor’s degree
• OS Technical Team management experience.
• Handled Team of 20 + Senior Engineers.
• ITIL Certified
• Azure cloud or GCP Certification.
• RHCA or MS certification.

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 15 Aug 2021

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. Read the full Equal Employment Opportunity Policy here.