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Regional Technology Service Management (TSM) Senior Manager - Must be located in a large metro area in the Southeast Region (Atlanta, Nashville, DC, Orlando,...)

Account Services Mgmt
17000UZJ Requisition #
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Regional Technology Service Management (TSM) Senior Manager - Must be located in a large metro area in the Southeast Region (Atlanta, Nashville, DC, Orlando,...)

As a Regional Technology Service Management (TSM) Senior Manager, you will lead a customer facing team of Dell Technical Account Managers to deliver pro-active support services to Dell's Premium Enterprise customers. Your team serves as the Single Point of Contact (SPOC) and trusted advisor for support planning and technology decisions for their customers. You will direct, facilitate, and administer ITIL based service support processes utilized by your team. These services include proactive support through diagnostics, analysis, reporting, maintenance, recommendations, service level management and configuration management as well as resource coordination, customer management, problem management and communications at various levels during services engagements.

Role Responsibilities
- D irect the efforts of others in the achievement of the strategic and operational objectives of the organization.
- Manage the hiring, staffing and maintaining of a diverse and effective workforce.
- Responsible for career development/planning, performance and pay discussions of team members.
- Manages and drives problem-solving efforts between customers and services personnel.
- E nsure team meets established performance metrics.
- Responsible for training and mentoring for functional teams to ensure that process guidelines are understood and followed.
- Collaborate with other team members to ensure consistency of delivery; adherence to standard processes, best practices and continuous improvement.
- Collaborate and partner with Sales Teams to ensure a unified account strategy.
- Visit customers with team members for business reviews, account planning and strategy sessions.
- Works closely with senior management and across functional groups to develop effective strategies and programs as it relates to the delivery of the ProSupport Plus service offer.


- Previous people management experience with direct reports and leading remote teams in a customer facing role

• - Demonstrated track record of delivering high quality results to direct and indirect customers ranging in size from Small/Medium Business to G500 accounts
- Leadership :
* Must be able to motivate and develop teams and individuals
* Must be able to lead large cross-functional delivery teams
* Must be able to set priorities to effectively meet departmental strategic and operational objectives
* Possess advanced analytic and problem solving skills
* Demonstrate strategic agility and the ability to deal with ambiguity

• - C ommunication:
* Communicates clearly at all levels of the organization internally and externally: team members, peers, senior leadership/executives
* Possesses excellent negotiation skills - is able to successfully resolve complex issues across organizations both internal and external to Dell

• - Business:
o Project management skills
* Demonstrates attentiveness to quality and productivity
* Ability to manage delivery budgets and minimize account variances

• Proximity:
- M ust live within driving distance of one of the metro areas in the region

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.


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