Dell Dell EMC, Global Process Owner in Franklin, Massachusetts

Job Description:


This role will be the Global Process Owner of the Global Business Services (GBS) portfolio, with specific responsibility and focus within the Business Transformation Office of GBS focused on ownership on the end-to-end process including knowledge management, current state optimization and future state automation potential, and to liaise between Delivery and the BTO. Manage all service documents in partnership with Learning and Development (L&D) team. Solicit feedback from service and drive continuous improvement projects. Ensure compliance with all policy and programs. Coordinate communication to Service in partnership with L&D team. The Global Process Owner (GPO) for Maintenance Contract Renewals will own the end-to-end renewals process across functional, geographic and business unit boundaries including sales, operations and quoting. The GPO will understand the outcomes and value expected by customers and balance them against objectives and constraints of the business in their continuous improvement activities. They will become expert in the renewal processes and systems, working through focal points within each team to drive process change, adoption and training. The GPO will transform the existing documentation structure to conform to best practices, improving maintainability and usability by all teams.

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.We are 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. We encourage applicants of all ages.

Critical Hiring Criteria:


  • Define, measure, and optimize an end-to-end process with a goal of seeking innovative solutions and opportunities to improve process performance, the customer experience, and continually drive increasing business value.

  • Maintain the integrity of the operating model and consistency with leading practices

  • Identify, design and incorporate industry leading practices into standard operations within the organization necessary to identify, and resolve/raise issues involving tradeoffs

  • Define and establish KPIs and targets (cycle times, cost, capacity, etc.), and intervene accordingly to drive results improvement

  • Partners with cross-functional, geographic & business system leaders to ensure compliance & harmony in process execution.

  • Synchronizes process improvement plans with other process owners within the value chain and other interfacing processes.

  • Establish a holistic knowledge management approach and input to training strategy and resources


  • Strong communication skills – written, oral, interpersonal.

  • Solid understanding of quality, service management and process frameworks including ISO and ITIL

  • Expertise in Business Process Management (BPM) design & management methodology

  • Strong Customer-Focus combined with Business Acumen

  • Advanced influencing & leadership skills to direct cross-functional performance & resolve conflict

  • Ability to evaluate problems (RCA), challenge norms & identify & drive unique solutions

  • Results focused, data driven, and the ability to work within stringent deadlines

Functional Area(s):

Administrative Services & Operations



Business Unit:



US - Massachusetts - Franklin, US - Massachusetts - Hopkinton, US - Massachusetts - Southboro