Senior Services Project Management Principal - Auckland

It takes something special to drive the development and implementation of new and exciting products and services. That’s a job for our Services Project and Program Management team within Managed Services. The team works closely with customer service, partners, customers and other technical support groups in cross-functional teams. Together, they manage the lifecycle of highly complex, high risk projects - from design to delivery.

Join us to do the best work of your career and make a profound social impact as a Senior Services Project Management Principal on our Infrastructure Managed Services Team in Auckland, New Zealand.

What you’ll achieve
The Senior Services Project Management Principal facilitates and manages the Core ITIL based Service Management practices (Incident Management, Problem Management, Change Management, etc.) in the account, facilitates/participates in internal operational meetings and leads customer facing meetings.  The role will also entail covering BAU projects and managing lifecycle project engagements during steady state operations.

You will:

• Collaborate with Delivery and Technical leaders regarding service performance, optimizing resource management and the service operations value
• Provide leadership support for Maturity Assessment and Delivery Assurance initiatives across core ITSM processes to ensure compliance with Managed Services Best Practices and customer processes
• Create, review and update account documentation (i.e. Runbooks, QRGs, SOPs, Job Aids etc.) and facilitate account level or Best Practice training
• Proactively identify Continual Improvement and innovation opportunities, collaborate with delivery and technical leaders and celebrate successes accordingly
• Stay current with industry leading service management practices (i.e. ITIL, Cobit, LeanIT, Scrum, DevOps, Agile, Six Sigma, etc.) to continue to improve and modernize our Best Practices and delivery support model
• Support the development of process related tools including ticketing applications, reporting tools, and other technologies
• Deliver and publish quality Monthly Business Reviews/Governance presentations and facilitate/participate in the customer review
• Govern all service management Best Practices across the account. Provide leadership in the management of problems, advisories and risks to ensure service and infrastructure stability 
• Ensure account contractual obligations are understood and managed
• Generate project reports and ongoing status updates as part of weekly management reporting cycle
• Required to collaborate with DMS account Engineers and Architects to understand the technical requirements of projects and thereby ensure successful implementation of DMS solutions

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

• ITILv4 Foundation Certification with an understanding of ITIL Service and Change Management processes
• 8+ years of Service Management experience in a Customer facing role
• Proficient in managing and reporting Service Performance (SLA/KPI) Metrics
• Proficient in Developing process related training content and conducting training
• Good understanding of contracts and scope of work

Desirable Requirements

• Advanced Excel skills, working knowledge of MS Project, understanding of commercial constructs (Resource Units, Chargeback) will be a benefit.
• Experience as technical project manager, with a good working understanding of Agile methodologies and scrum master capability
• PMI certified and experience applying Six Sigma methodology

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.