Dell Service Management Principal in Madison, Wisconsin
Facilitates and provides oversight of Core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Release Management, Configuration Management, etc.). Support process governance by conducting weekly/monthly meetings to review ticket volumes, issues and risks with the Process Managers and Account teams. Provide mentorship for process managers in each of the ITIL processes. Review weekly / biweekly Health Check Scorecards to proactively identify at risk SLA/KPI issues and address accordingly. Ensure account level knowledge documentation is available and regularly reviewed (i.e. Run Books, SOPs, SharePoint Admin, etc.). Compiles account statistical data and provide analysis and trends relating to service level compliance and operational effectiveness. Conduct Quarterly Delivery Assurance reviews across core ITSM processes to ensure compliance to MS best practices and customer processes. Provide training for functional teams to ensure that process guidelines are understood and followed. Provide initial point of contact for process related questions or issues and facilitates process related meetings. Collaborates with other Service Managers to ensure consistency of delivery, adherence to Best Practice, and continuous improvement.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Work cross-functionally with Business Development, Delivery Management, Contract Management and Business Operations
Business Development – Provide accurate Service Operations LOE estimates for new Business deals and collaborate to develop new Business opportunities
Delivery Management - Collaborate with EDM/DM/Competency regarding service performance, optimizing resource management and the Service Operations value
Contract Management – Collaborate in the development of standard Service Management offerings within the contracts
Business Operations – Collaborate in the development of the enterprise knowledge and reporting
Manage Service Operations team by providing coaching and motivation to maximize employee performance through the use of goals and objectives
Promote industry leading service management practices (reg. ITIL, Cobit, LeanIT, PMI, Six Sigma, etc.) through delivery and industry forums
Support the development of process related tools including ticketing applications, reporting tools, and other technologies
Review Service Management account statistical data across the enterprise to identify risks/issues/improvements and communicate with SPL/EDM/DM
Ensure Delivery Assurance and Process Maturity compliancy across the enterprise meet contractual obligations
Ability to lead, motivate and direct a workgroup.
Ability to work in a global environment
Ability to influence others to achieve results.
Possesses operational command of the business.
Possesses strong product/technology/industry knowledge.
Ability to manage in a matrix environment.
Financial and analytical experience.
Plans and takes initiative
See the big picture
Think outside the box
Education Required: ITIL Practitioner Certification(s), Some advance level education, Project Mgmt, Experience Required: 6+ Service Management
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:
500 - VIRTUSTREAM
VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee