Mgr, Professional Services

  • Company: EMC is now part of Dell Technologies
  • Location: Durham, North Carolina
  • Posted: December 28, 2016
  • Reference ID: 170962BR
**Job Description:** VCE, the Converged Platforms Division of EMC, leads the industry by offering an unmatched portfolio of converged infrastructure and hyper-converged infrastructure platforms, trusted by over 1,000 businesses and enterprise organizations around the globe to power their IT initiatives. Think you’re up to the challenge of VCE? We’re experiencing dramatic and unprecedented growth worldwide. It’s no surprise considering that we’re the company driving the future of Converged Infrastructure and Cloud Computing. It’s an industry with over $400 billion at stake and no one is better positioned for continued success than VCE. Take your career to the next level and join VCE’s collaboration of bold thinkers who are developing the world’s most advanced converged infrastructure. **Americas RCM Team Manager** This opportunity is ideal for an experienced IT Leader. The person in this role provides leadership for a team of highly technical staff responsible for Release Certification Matrix (RCM) Assessments and RCM Quality Assurance. This is a customer-facing role and requires excellent communication and customer relationship management skills. **PRIMARY RESPONSIBILITIES** + Lead a team of highly technical engineers in the delivery of RCM Assessments as part of the overall RCM service delivery. + Drive the QA Team charter of: + Continuous Improvement of the RCM process, documentation, tooling & training + Foster Engineering Interlock with Partners (Cisco, VMware, EMC). + Collaborate with the Project Management community to improve RCM execution & overall CSAT + Analysis of RCM escalations, assisting with RCA write-ups & driving RCA corrective actions + Tooling improvements of CRG, Vision & other support tools + KPI metric reporting + Works closely with senior management and across functional groups to develop effective strategies and programs as it relates to the delivery of the RCM service + Support pre-sales scoping of custom RCM SOW’s + Matrix’ed reporting of the respective COE teams + Provides remote and/or on-site support for customer requests **EXPERIENCE / QUALIFICATIONS** The ideal candidate for this position has 10+ years of related technology experience, ideally in a services delivery or IT Operations capacity. Additionally, you must have: + Possesses strong management skills with demonstrated track record leadership roles. + Understanding of business environment & processes – Service Providers and large enterprise customers + Ability to lead, motivate and direct a workgroup in a high intensity environment + Understanding of process maturity, management, and optimization + Experience with VCE Vblock & VxBlock product technology + Strong interpersonal and communication as well as collaboration skills + Mentoring/Coaching skills + Strong technical presentation skills + Ability to travel domestically 25%+ of the time If you think you have what it takes to continue the remarkable growth and success of VCE, we invite you to explore a career with a recognized industry leader. We’ll give you the chance to learn more and accomplish more, faster than you ever thought possible. The Cloud is waiting. What are you waiting for? At VCE we recognize the importance of reflecting the world's diversity within our workforce and we are committed to supporting equal employment opportunity. Make no mistake, diversity is a way of life at VCE. qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply. **EMC 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. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages. **Critical Hiring Criteria:** **Functional Area(s):** Professional Services **Business:** CPD (VCE) **Business Unit:** 211 - VCE **Location:** US - Massachusetts - Hopkinton, US - Texas - Richardson, US - North Carolina - Durham **AutoReqId:** 170962BR

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