Senior Director, Supportability Leader (GCNS – Server, Networking, Hyper-Converged & Converged)

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as Senior Director, Supportability Leader on our ISG Service Engineering team.

The ISG Service Engineering team plays a vital role in supporting Dell’s products from inception to sustaining and end of life with the mission of making Dell’s products the easiest to own, at the lowest service cost. Supportability is a distinct vertical within Services Engineering with leaders aligned by product portfolio (DPD & UDS, Storage & GCNS). Supportability directly interlocks with product and quality engineering to drive in-market product quality improvements. Specifically, the Supportability team is responsible for driving world-class customer experience through identification and remediation of systemic, quality and process issues to reduce workload and make Dell’s products easier to own and support.

The Senior Director, Supportability will be responsible for managing a team of supportability product leads, program managers as well as engineers for the GCNS product portfolio. In addition to managing this team, this leader is responsible for providing strategic consultation and leading action-oriented projects that ultimately bring us closer to our North Star.

Join us to do the best work of your career and make a profound social impact as a Senior Director on our Technical Program Management team.

What you’ll achieve
As a Senior Director, you will be responsible for developing and executing strategy for Workload, Contact and Dispatch reduction, data analysis approach to managing workload/dispatch reduction through cross-functional efforts with PG and other x-functional services teams and will partner with ISG Quality Leaders to drive ISG In-Market initiatives

You will:

·Establish Services point-of-view regarding In-Market Quality and drive prioritization of improvements

·Regularly assess/improve Supportability processes as well as leading the development and implementation of in-market quality standards and processes

·Ensures quality goals and performance measurements are met while also monitoring results to identify outliers requiring deeper investigation

·Responsible for career development/planning, performance and pay discussions of team members

·Directs the efforts of others in the achievement of the strategic and operational objectives of the group

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

·Advanced communication/presentation skills with strong ability to interact with executive leadership with a strong ability to lead, influence and implement change across businesses

·Demonstrate a sense of urgency and act with professionalism when managing critical or sensitive issues

·Understanding and awareness of global components such as cultural differences, time zones, etc. and an ability to problem solve and communicate risks / impact to deliverables effectively

·Advanced understanding of technology discipline, such as hardware, software, solutions, and ability to influence other team members through technical expertise

·Advanced understanding quality tools, data, and processes and can use those tools to influence design decisions and improvements within organization