Senior Technology Service Manager - Switzerland

Geneva, Switzerland, Zurich, Switzerland

09/12/2018Save this jobJob savedApply now

Senior Technology Service Manager

Geneva or Zurich (Switzerland)

If you think you have what it takes to continue the remarkable growth and success of Dell EMC, we invite you to explore a career with a recognized industry leader. We will give you the chance to learn more and accomplish more, faster than you ever thought possible.

People make Dell EMC – so wherever in the world they work, everyone is rewarded for their contribution.

Ready to develop your career in a truly global company? Within the Services team, we are looking for an Senior Technology Service Manager  (Sr. TSM)to join our team in Geneva or Zurich.

Dell customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

At Dell EMC, our purpose is to create technologies that drive human progress. Are you a professional who has passion and commitment to help customers maximize their use of technology to drive their business?  If so, we would love to hear from you!   

Key responsibilities:

As a Dell EMC Senior Technology Service Manager (Sr. TSM) you will have the opportunity to be a trusted advisor to some of our top customers. Be part of our Support & Deployment Services team responsible for building and managing relationships with Dell EMC’s key accounts and enhance customer loyalty.

You will leverage your industry experience to provide a consultative approach to assist customers in their end-to-end lifecycle management.  Assist customers to operate a range of solutions including datacenter, cloud and end-user technologies. You will be able to apply your service management skills by utilizing ITIL based knowledge within a project management framework to improve support processes and procedures.

You will be a valued member of the account team with early engagement throughout the sales and product lifecycle, contributing to account plans and serving as a contact point with internal support teams.

• to maximize the value of the customer’s investment in Dell Technologies throughout the end-to-end product lifecycle.


• to act as a single point of contact for support requirements in relation to your assigned customers’ IT environment.


• to guide service delivery, develop creative solutions to customer challenges and ensures customer awareness of support entitlements.


• to ensure effective ownership and communication of support service activities between the customer, technical support and the account team, which includes problem management.


• to help customers to adopt tools and services that enable them to be more productive and reduce downtime.


• to develop and coordinate proactive maintenance initiatives based on industry best practices.


• to identify and implement continuous improvement activities in support of your customers and Dell EMC’s business processes.

Essential Requirements:

• Experience of large customer service account management.


• Experience with data center technologies and solutions 


• Ability to effectively engage and build relationships with a range of contacts, from technicians to directors.


• Excellent presentation, communications, and interpersonal skills.


• Experience of working in support services environments or managing enterprise IT solutions. 


• Experience of managed services or system integration experience.


• High English level + German and French

Preferences

• Educated to degree level.


• Business process certifications (ITIL, Six Sigma, PMP, etc.)


• Experience of IT project management utilizing an accredited framework.



• Technical certifications are a plus.

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’re ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.

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 or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, 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. Learn more about Diversity and Inclusion at Dell here.

Job Family: Product-ServicesJob ID: R68492

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