Sr. Technology Service Manager (f/m)* - (Halle, Saxony-Anhalt, Germany)

 EMC Deutschland ·  09.08.2018

Are you a professional who has a strong technical background and passion to support customers through pro-active service delivery? As a Dell Technology Service Manager (TSM) you will have the opportunity to serve as a trusted advisor and to deliver our premium services, ProSupport Plus and ProSupport Flex, to our customers. You will be part of Dell’s Support & Deployment Services team and have access to highly experienced services teams, locally and around the globe. Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential. Key Responsibilities As a Sr. Technology Service Manager you will leverage your experience and provide consulting and end-to-end lifecycle management for complex technologies including various operating systems, client systems, servers, storage and networking as well. You will be able to apply your IT service management skills by utilizing ITIL (Information Technology Infrastructure Library) based principles within a project management framework. In this role, you will be responsible for working with key customer contacts at multiple levels. You will identify and align business and IT objectives, discover customer pain points, offer recommendations and recognize current and future IT needs. You will play an integral part in helping our customers avoid unplanned outages by providing pro-active preventative guidance. You will achieve this through the development and maintenance of a support service delivery strategy and making recommendations for operational best practices both at tactical and strategic levels. You will manage “mission-critical” support escalations and serve as an active member of the account team with early engagement throughout the sales and product lifecycle. If you want to make a difference for Dell and its customers, then this is your opportunity! Your responsibility will be to: Maximize the value of the customer’s investment in Dell products and services throughout the end to end customer lifecycle and act as single point of contact for all support requirements as they pertain to the assigned customers’ environment Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, account teams, field service personnel, and customers Develop and coordinate proactive maintenance initiatives based on industry best practices and statistical data trends Identify and lead continuous improvement activities in support of customer or internal business processes Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness Essential Requirements General understanding of and technical competence in data center technologies 2+ years enterprise experience with data center technologies such as Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking Excellent knowledge of services strategies and service delivery Ability to effectively interact and communicate with Senior Executive to CxO-level personnel Excellent presentation, communications and interpersonal skills Fluent English language skills Desirable Requirements B.S. Degree in Information Systems, Computer Science or equivalent experience IT business process certifications (ITIL, Six Sigma, PMP, etc.) and technical certifications (MCSE, CCNA, Server+, Compellent Storage Architect, ATS, etc.) Experience with / understanding of technical sales processes Experience with troubleshooting complex technical issues, IT infrastructure deployment, IT project management, vendor and maintenance management and data center management




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