Technology Service Manager "TSM" - Remote opportunity in the Los Angeles, CA area
Los Angeles , California
October 05, 2017

**Technology Service Manager "TSM" - Remote opportunity in the Los Angeles, CA area** Are you a professional who has a strong technical background and passion for solving complex issues for customers? If so, we would love to hear from you! As a Dell Technology Service Manager (TSM) you will have the opportunity to serve as a trusted advisor to our enterprise customers. You will be part of Dell’s Global Support & Deployment team working with our ProSupport Plus and ProSupport Flex for Data Center customers, as well as Legacy customers. As a Technology Service Manager, you will leverage your experience and provide consulting and end-to-end life-cycle management for complex data center technologies including various operating systems, servers, storage and networking from multiple vendors. You will be able to apply your IT service management skills by utilizing ITIL (Information Technology Infrastructure Library) based principles within a project management framework. In this role, you will be responsible for working with key customer contacts at multiple levels. You will identify and align business and IT objectives, discover customer pain points, offer recommendations, and recognize current and future IT needs. You will play an integral part in helping our customers avoid unplanned outages by providing proactive preventative guidance. You will achieve this through the development and maintenance of a support service delivery plan and making recommendations for operational best practices both at tactical and strategic levels. You will manage “mission-critical” support escalations and serve as an active member of the account team with early engagement throughout the sales and product lifecycle. If you want to make a difference for Dell and its customers, then this is your opportunity! **Role Responsibilities** Relationship: - Maximizes the value of the customer’s investment in Dell products and services throughout the end to end customer life-cycle. The TSM manages the account and it is the customer’s advocate. - Acts as single point of contact for all support requirements as they pertain to the assigned customers’ environment - Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, account teams, field service personnel, and customers Prevention: - Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends Optimization: - Identifies and leads continuous improvement activities in support of customer or internal business processes Support: - Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively Collaboration: - Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness **Requirements** - Undergraduate degree and 6+ years or Graduate degree and 4+ years of relevant experience - Ability to effectively interact and communicate with Senior Executive to CxO-level personnel - Excellent presentation, communications, and interpersonal skills - 4years enterprise experience with data center technologies such as Windows, Linux, VMware, EMC, Compellent, EqualLogic, blade technology and networking **Preferences** - IT business process certifications (ITIL, Six Sigma, PMP, etc.) - Technical certifications (MCSE, CCNA, Server+, etc.) - 4years troubleshooting complex technical issues - 4years IT infrastructure deployment experience - 4years IT project management experience utilizing an accredited framework - 4years vendor and maintenance management experience - 4years data center management experience **_Company Description_** _With more than 100,000 team members globally, we promote anenvironment that is rooted in the entrepreneurial spirit in which the companywas founded. Dell’s team members are committed to serving our communities,regularly volunteering for over 1,500 non-profit organizations. The company hasalso received many accolades from employer of choice to energy conservation. Ourteam members follow an open approach to technology innovation and believe thattechnology is essential for human success._ **_Why work withus?_** _- Life at Dell means collaborating with dedicated professionals with apassion for technology_ _- When we see something that could be improved, we get to workinventing the solution_ _- Our people demonstrate our winning culture through positive andmeaningful relationships_ _- We invest in our people and offer a series of programs that enablesthem to pursue a career that fulfills their potential_ _- Our team members’ health and wellness is our priority as well asrewarding them for their hard work_ **_Dell_** _is an equal opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex (including pregnancy), sexual orientation, gender identityand/or expression, national origin, protected veteran status, disability,genetics, or citizenship status (when otherwise legally authorized to work) andwill not be discriminated against on the basis of such characteristics or anyother status protected by the laws or regulations in the locations where weoperate._ **_Dell_** _encourages applicants of allages._ **Organization:** _Client Solutions_ **Title:** _Technology Service Manager "TSM" - Remote opportunity in the Los Angeles, CA area_ **Location:** _North America-US-CA-Los Angeles_ **Requisition ID:** _17000XPG_

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