Dell Sr Advisor, Project/Prog Mgmt in Bayan Lepas, Malaysia
Global Customer Field Action (GCFA) team is Customer centric execution organization part of GSD committed to resolving systemic unique and/or proactive field quality issues, minimizing customer impact while providing tailored cost effective solutions and delivering on the Dell promise to bring excellence in customer satisfaction. GCFA is looking for a Program Manager to manage Execution piece of major Quality Related Programs in AP.
Responsibilities: The role oversees end to end execution and completion of Corrective Field Activity (CFA) projects in/region/. This function manages client relationships and is responsible for coordinating key stakeholders and resources in region with the goal of creating, coordinating and delivering custom solutions, ensuring customer satisfaction as a key deliverable at all times.
This role requires process design and implementation focus on Reverse Logistic and Float (Returned Parts) Management on top of regular Field Action execution management connected to actual service incidents creation.
This role serves as primary regional POC (Point Of Contact) and escalation point for CFA execution activity and calls for heavy interaction with Dell Product Group, Customer Quality Management (CQM), Services Engineering, Segment Sales, Segment Management, Internal Dell services organizations (Materials, DSP, fulfillment), and vendor partners especially.
For each engagement, the role develops and implements a master transition plan that manages cost and schedule, coordinates project resources, and tests and implements technical solutions. Duties include, but are not limited to: * Supporting pre-solution efforts to determine effectiveness and viability of execution.
Directing the execution of all/regional/CFA activity.
Verifying validity of implemented technical solutions, providing feedback as appropriate to the Solution architects on problems and issues.
Following all organizational Standard Operating Procedures relative to cost modeling, approvals and reviews, and all other associated workflow and deliverables.
Reporting on activities to Team Lead, Senior and Executive Management.
Building and sustaining effective communications with all stakeholders involved in a project in an effort to maximize CE.
Monitoring project progress to ensure delivery is on-time and within budget.
Identifying real and potential project risks and implementing mitigation plans in a timely manner
Communicating project progress, risks, and financials to GCFA leadership.
Mentoring other team members.
Providing tactical leadership to the PMO.
Develops, plans, implements and/or participates in cross-functional projects and/or assignments to improve operational performance and ensure infrastructure support.
Develops, plans, implements and/or participates in vendor recovery and float management activities for the region.
Experience working with multiple diverse organizations.
Skills and experience in managing complex services projects and presentation.
Exemplary project or program management skills
Strong customer management abilities and ability to speak fluent English.
Must have a good understanding of client and server related services, processes and related project financials.
In-depth ability to assess, manage and remediate project risks.
8 years relevant experience with Bachelor's Degree.
Work independently with minimal supervision.
PMP, Green/Black Belt or 6 Sigma Belt certified.
Management experience preferred.
Job: *Project/Program Mgmt
Organization: *Global Services
Title: Sr Advisor, Project/Prog Mgmt
Location: AP-MY-Penang-Bayan Lepas
Requisition ID: 17000MCT