Dell Technology Service Management "TSM" Senior Advisor - Remote opportunity in Chicago, IL area in Chicago, Illinois

Technology Service Management "TSM" Senior Advisor - Remote opportunity in Chicago, IL area

Are you a professional who has a strong technical background and passion for solving complex issues for customers? If so, we would love to hear from you!

As a Dell Technology Service Management (TSM) Senior Advisor you will have the opportunity to serve as a trusted advisor to our enterprise customers. You will be part of Dell’s Global Support & Deployment team working with our Pro-Support Plus and Pro-Support Flex for Data Center customers, as well as Legacy customers. As a Technical Service Manager, you will leverage your experience and provide consulting and end-to-end life-cycle management for complex data center technologies including various operating systems, servers, storage and networking from multiple vendors. 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 proactive preventative guidance. You will achieve this through the development and maintenance of a support service delivery plan 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 life-cycle.

If you want to make a difference for Dell and its customers, then this is your opportunity!

Role Responsibilities

Relationship

  • Maximizes the value of the customer’s investment in Dell products and services throughout the end-to-end customer life-cycle.

  • Manages the account and it is the customer’s advocate.

  • Acts as single point of contact for all support requirements as they pertain to the assigned customers’ environment

  • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, account teams, field service personnel, and customers

Prevention

  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends

Optimization

  • Identifies and leads continuous improvement activities in support of customer or internal business processes

Support

  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

Collaboration

  • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness

Requirements

  • Undergraduate degree and 6 years, or Graduate degree and 4 years of relevant experience

  • Ability to effectively interact and communicate with Senior Executive to CxO-level personnel

  • Excellent presentation, communications, and interpersonal skills

  • 6 years enterprise experience with data center technologies such as Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking

Preferences

  • IT business process certifications (ITIL, Six Sigma, PMP, etc.)

  • Technical certifications (MCSE, CCNA, Server , etc.)

  • 4 years troubleshooting complex technical issues

  • 4 years IT infrastructure deployment experience

  • 4 years IT project management experience utilizing an accredited framework

  • 4 years vendor and maintenance management experience

  • 4 years data center management experience

Company Description:

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

Why work with us?

  • Life at Dell means collaborating with dedicated professionals with a passion for technology.

  • When we see something that could be improved, we get to work inventing the solution.

  • Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

  • Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Job: Account Services Mgmt

Organization: Client Solutions

Title: Technology Service Management "TSM" Senior Advisor - Remote opportunity in Chicago, IL area

Location: IL-Chicago

Requisition ID: 17000WSK