Dell Principal Engineer Service Delivery 

United States, Ohio 

55840604

You will:

• Leads country or regional site services team and is responsible for service delivery costs, service level and coordination of resources as well as serve as an escalation point for various complex operational issues as determined by the Customer’s organization
• Works with end customer to drive service improvement initiatives to continually improve IT and user experience as well as target opportunities for growth within the customer environment
• Engages on resource management related tasks whenever needed to ensure high effectiveness and optimization of resources' utilization
• Monitor group Service Level Agreement (SLA), customer satisfaction and other performance metrics and influence their use in the long-term
• Ensures team is aware of ongoing initiatives or upcoming changes by holding regular team meetings; Facilitates each individual's development by and not limited to enabling employees to participate in one-on-one meetings

Essential Requirements:

• Typically requires 8+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience
• Possess strong IT support in products, technology and industry knowledge
• Possess excellent organizational and planning abilities to effectively oversee and implement program deliverables; Additionally, strong skills in customer relationship management, analysis, problem-solving and negotiation are essential, along with the ability to set priorities and delegate tasks efficiently
• Adept in stakeholder management, communications and conflict resolution
• Team management skills with the ability and passion to actively listen, coach as well as direct and manage when needed as well as the ability to influence others to achieve results

Desirable Requirements:

• Proven ability to lead sub-teams
• Certifications in Information Technology Infrastructure Library (ITIL) and Project Management Professional (PMP) preferred