Sr Mgr, Business Operations

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Job Description

PRINCIPAL DUTIES AND RESPONSIBILITIESManage a group of Supervisors and Analysts to maintain, drive and execute the maintenance renewal activities within the Global Business Services Maintenance Contract Operations group. Manages multiple complex projects and/or programs impacting business goals and objectives. Drives the development and revisions of contracts & quotes for maintenance renewals for assigned accounts (in conjunction with the terms of the Hardware and Software warranty and/or maintenance contract). Uses defined metrics to ensure consistency and best practices. Interfaces with senior management in all areas of the company to understand how contract management can assist them in achieving their desired goals. Provides a leadership role in systems implementation, reporting & management of global policies and procedures; ensures consistent business practices are in place for all warranty and maintenance contracts. Communicates with Sr. Management and sales regarding maintenance renewals account issues and processes. Represents the organization as the principal customer contact on matters requiring coordination across organizational lines. Works in conjunction with the director of the group to hire new employees and acts as a mentor to those newly assigned to the group. Handles all traditional managerial functions including, but not limited to, Time and Attendance, Annual Compensation Review, Year-End performance evaluations, work load scheduling and performance management. Accountable for operational results in terms of expense, budge performance/standards/metrics, customer satisfaction and employees. Frequent interaction with SQI primary customer base, internal/external customers and cross-functional organizations Contributes to the development of new theories and methods. Develops resolutions to complex problems that require innovation & the frequent use of creativity. Drives best practices and delivery to Service Level Agreements (SLA's) and ensures compliance with Sarbanes Oxley requirements. Performs other duties/represents the organization on special projects as required. Responsible for working directly with Sales and customers to calculate, estimate and communicate contract credits Leads cross-functional team(s) and subject matter experts in the development, planning, and implementation of multiple complex projects and/or programs.

SKILLSAbility to lead, motivate and direct a workgroup. Customer Service skill. Organizational skills. Time management skills. Sense of urgency. Ability to prioritize projects and/or deliverables. Communication skills. Problem solving skills. Negotiation skills. Flexible. Strong technical aptitude. Presentation skills. Strong working knowledge of Microsoft Office products. Project management skills. Education Required: Experience Required: Physical Requirements:

Our Values

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. 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.

Business Unit

100 - EMC CORPORATE

Job Code

D00721 Sr Mgr, Business Operations

Function

Professional Services

Business

EMC Corporate

Region

EMEA

Job Function: Professional Services