Dell Sr Mgr, Ent Tech Support (17000UWK) in Bayan Lepas, Malaysia

Sr Mgr, Ent Tech Support (17000UWK)

Job ID R00468

Date posted 10/09/2017

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Responsible for managing and directing service operations through partner affiliates within a specific territory (geographic or set of accounts or partners).

Responsible for managing service partners delivering services on behalf of Dell and/or supporting services for Dell customers.

The Partner Site Manager is responsible for working with various cross functional teams to completely own the relationship between Outsource Partner Site(s) and Dell for its financial, capacity and productivity health.

This individual will work with Global teams like Finance, Forecasting, Capacity, Scheduling, Real Time Queue Management, Telecom, E-Support, Mean Contact Reduction etc to operationalize plan into the Outsource Partner site(s).

This individual will serve as the gatekeeper for all Queue transitions, HC moves, Support HC placement, and financial decisions with the Outsource Partner(s).


  • Governance Know Your Numbers - Ensure daily Executive Summary on main KPIs

  • Governance : Daily results monitoring, scrubs, analysis, communication and/or actions based on findings

  • Create detailed recovery plan using BPI / CLCA Methodology for KPI not on Target.

  • Being responsible on setting Priorities & Targets

  • Partner on defects, LOB failures and help identify fixes (end to end)

  • Lead Site Weekly Operations Review with Partner & Other Dell Functional Team (Sustain, CCO etc.)

  • Maintain Executive Deck updated (Performances, Actions, Owners, ETA)

  • Leverage Support from Sustain & Business Excellence Team

  • Targeted KPI working sessions

  • Share practices with other Site Leaders

  • Partner Site Visit Face 2 Face Quarterly Business review

Job ID