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Account Services Management Consultant - Round Rock, TX

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Account Services Mgmt
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17000VE3 Requisition #
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Account Services Management Consultant - Round Rock, TX

The incumbent will oversee, facilitate, and administer ITIL-based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident-based) to strategic (Global Account Management Strategies).

Role Responsibilities
- Ensures contractual service support requirements are understood and managed.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Presents operational and service level reports and explains service level support available to internal or external customers.
- Administers and manages the configuration of process related tools, reporting tools, and associated technologies.
- Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
- Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
- Provides point of contact for process related questions or issues and facilitates process related meetings.

DCAM8

Requirements
- Undergraduate degree and 8+ years, or Graduate degree and 6+ years of relevant experience
- Experience defining and implementing services on a global scale

Preferences
- Knowledge of Dell Configuration Services and its fulfillment processes
- Knowledge of Dell Connect Configuration

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.

17000VE3

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