Account Service Manager Sr Advisor
Job ID: DSFG-013030
Job DescriptionEqual Employment Opportunity Policy
Dell Services Federal Government is seeking a business savvy; career oriented Team Lead for an ITIL Service Management team who will be responsible for managing a team of 10 Service Managers. The mission for Dell is to provide 24 hours, 7 days per week, 365 days per year IT infrastructure to a civilian government customer with a broad extended
The team leader 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).
-Serve as the ITIL Service Management Subject Matter Expert
-Participate as a member of the account management team
-Manage all ITIL processes
-Interview and help select new hires
-Participate in performance evaluations of team members
-Review and update all Service Management SOPs annually
-Provide metrics for Program Status Reports and SLA Reporting
• 4+ years of experience working in a high volume, operations environment
• 3+ years of experience with ITIL processes in fast-paced environment
• 2+ years of experience communicating with customers at all levels
• 2+ years of customer service skills.
• Excellent communications skills, including the ability to write concise analysis summaries and actions reports.
• Strong organization skills and the ability to handle many tasks and projects simultaneously in a high -pressure environment with rapidly changing priorities and deadlines.
HS Diploma or equivalent, Undergraduate degree preferred
ITILv3 Foundation Required
At least one Intermediate ITIL Certification preferred
Typically requires at least 10 years relevant experience without a Degree; 4+ years relevant experience with Undergraduate Degree; 3+ years relevant experience with Graduate Degree
About Dell Inc.
Collaboration. Individual drive. A passion for technology. That’s what success sounds like at Dell. It’s this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you’ll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you’ll get the mentoring, support and training you need to succeed on your own terms.
For more than 25 years, Dell has provided technology solutions to customers that improves their productivity, enhances their lives and meets their distinct needs. Headquartered in Round Rock, Texas, Dell has framed its business around the customers it serves, from the world’s largest and most demanding businesses and public sector organizations, to small and medium businesses, to consumers worldwide. At Dell, we promote an environment that thrives on innovation. To deliver effective solutions that meet customer challenges, Dell focuses on pivotal standards that drive future technology innovation.
Dell offers a competitive Salary and Bonus plan as well as a great Benefit Package. Please visit the About Dell section at www.dell.com for more information.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity, marital status, past or present military service or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.
Equal Opportunity Employer/Minorities/Women/Veterans/Disabled