Dell Customer Services Support Manager in Cork, Ireland

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Dell is a collective of customer-obsessed, industry-leading visionaries. We believe that technology is essential for driving human progress, and the technology we provide transforms the way we all work and live. But we are more than a technology company — we are a people company. We recognize that over 100,000 employees across six continents have different interests and aspirations. We inspire, challenge and respect each and every one of them, every day. And we provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Customer Services Support Manager on our EMEA Time & Materials ( T&M) team in Cork.

Dell customers rely on our products and services to drive progress. So we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

Responsibilities:

  • Manages a remote team of T&M quoting and billing analysts.

  • Directs the efforts of others in the achievement of the strategic and operational objectives of the EMEA T&M team.

  • Manages the hiring, staffing and maintaining of a diverse and effective workforce.

  • Reports and presents activities, issues and recommendations to senior leadership and executives. Allocates work among team members and provides guidance on a regular basis.

  • Manages projects, or specific activities related to projects within given constraints of time, budget, and quality.

  • Drives and leads process improvement projects.

  • Analyzes data and provides interpretations and various reports for the business.

  • Provides leadership and direction to the EMEA T&M team.

  • Responsible for defining the team’s critical success factors.

  • Oversees the T&M process knowledge management repository and tools.

  • Builds and owns the T&M and entitlement framework and processes.

  • Ensures global alignment of T&M processes and T&M/entitlement policy enforcement.

  • Ensures compliance with relevant country/region quoting and billing requirements.

  • Builds strong relationships with renewal sales, field sales and the field support organizations. Handles and resolves T&M and entitlement escalations.

Essential Requirements:

  • Strong people management experience

  • Problem solving ability

  • Motivation

  • Communication skills

  • Service delivery focused

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.

Closing date: 12th April 2018

Apply now!

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 .