Director - Global Program AMS - Dell - London

Job description
Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell Services, we are looking for a Global Program AMS Director to join our remote technical assistance team in Zurich, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.



The role is to manage large Production Support engagement (providing Level 2 production support) spanning across multiple geographies.This team (500+ team members) provides Level 2 support for many critical and non-critical applications used by the financial institution for their day to day business. It is an outsourcing engagement and role is to be the Single point of contact for the outsourcing partner of the financial institution (customer) and provide the faceoff to senior stakeholders in customer organisation.

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

Key Responsibilities
Responsible for overall production support operation providing and drive towards a stable operation
Work with internal and customer teams spread across multiple geographies – APAC (India, Singapore etc), EMEA (UK, Switzerland, Poland), US (East coast and Mid west)
Drive efficiencies and transformation in the operation for continuous improvements
Manage and drive internal teams for better results. Should be able to manage a large organization with multiple operation managers reporting into this role
Responsible for reporting the status at various levels of Operation. Ensure reporting and tracking at various levels.
Responsible to report status internally within his/her organization and take appropriate actions
Provide guidance and mentoring to the team, should provide functional, process and technical leadership

Essential Requirements

Should have understanding of ITIL processes and procedures
Should have understanding of IT Service Management
Should possess Leadership qualities and drive large team
Ability to manage and interact with senior customer stakeholders
Team player and should be able to motivate team towards better results

Desirable Requirements
Should have worked in multi geography and global delivery model
Quick decision maker

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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