Dell Manager 2, Service Delivery in Dubai, United Arab Emirates

Job Description:

Delivery Manager, Virtustream Managed Services

This position is a critical part of the Virtustream Managed Services (VMS) Leadership team. The VMS Delivery Manager’s role is the most significant permanent customer facing role and is responsible for multiple requirements including operational delivery of the customer's services, the client relationship, and customer satisfaction, account expansion through opportunity identification and growth management.

Following transaction of a VMS account the VMS Delivery Manager is responsible for ensuring that BAU services are delivered to the contracted SLA’s against the environment defined in the contracted SOW. Ensure that the services are delivered to the VMS (ITIL based) processes, produce monthly charges detail for invoicing and that growth, change and new services are added to the customer commitment via a CCN. The VMS Delivery Manager also has the fundamental objective of assisting the extending and/or renewing the multiyear year engagements through close customer focus and service excellence.

Successful candidates for the VMS Delivery Manager role will have a variety of skills, including appropriate technical knowledge, service management experience, communications skills, ITIL process knowledge, financial/cost management awareness, experience of managing in a performance based environment, a strong background working with, managing and motivating teams in a matrix environment. Fundamentally, the Delivery Manager should have the following four competencies:

  1. Technical competency in the Compute, storage, BRS, Cloud Services and IaaS;

  2. Process skill and analytics;

  3. Communications and management skills.

  4. Customer management skills and focus

Principal Duties & Responsibilities:

Primary interface for all client contact related to the services to be delivered aligned to the SOW

Responsible for customer satisfaction

Responsible for ensuring that Virtustream delivers to the SLA’s and KPI’s in place with the client

Responsible for internal and external service management using appropriate metrics

Responsible for ensuring that services delivered by VMS Global Delivery Network meets delivery requirements against standard agreed metrics.

These include but are not limited to:

  • Service delivery performance

  • Incident Management

  • Problem Management

  • Change Management

Production of detail to support invoicing, charging and any volume changes

Responsible for appropriate entries into Propel

Primary cost accountability for the performance of the service contract

Managing the storage administration team that handles the day to day operational assignments of the storage infrastructure for which Virtustream is responsible

Responsible for team development, mentoring and succession planning.

Enforcing compliance with established policies, practices, and processes defined by Virtustream for managing storage.

Work day to day with customers to ensure high level of satisfaction with delivered service.

Analyzing and reporting actual to contracted SLA performance levels

Analyzing the operation for continuous improvement.

Dell EMC Proven Professional Certification desired.

Reporting on current operations to all relevant stakeholders and using data to drive process improvements.


Proficiency in hardware, software and/or operating systems environments.

Possesses strong product/technology/industry knowledge.

Understanding of business environment.

Ability to work with Finance on development and delivery of full P&L.

Ability to lead, motivate and direct a workgroup.

Analytical ability.

Ability to prioritize projects and deliverables.

Communication skills.

Customer management skills


EMC Proven

Ability to run a long term operations engagement.

Education Required: Bachelors (Tech) or equivalent

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. 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.

Critical Hiring Criteria:


Functional Area(s):

Professional Services



Business Unit:



ARE - Dubai