Dell Manager, Service Delivery - Virtustream in Kuala Lumpur, Malaysia
Manager, Service Delivery - Virtustream
Job ID R09008
Date posted 10/09/2017
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General Summary :
Services professional who provides operational leadership to the organization across the storage and backup technology and service disciplines. Responsible for coordinating with Virtustream Sales and Delivery leadership to define, scope and deliver operational services to Virtustream clients. Has a demonstrated ability to lead based on experience, industry / organizational knowledge, passion, and competence. Works closely with sales and delivery teams to coordinate and oversee the delivery of managed services solutions. Promotes the development of strong, cooperative relationships between services professionals and all EMC organizations. Builds and maintains successful relationships with customers while providing resources necessary to meet customer needs.
Works with own management team to coordinate the day to day activity and direction of staff within a particular client. Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance.
Responsible for establishing team goals and ensuring goals are met. Responsible for achieving assigned metrics for the organization (i.e. CSAT, utilization, SLA’s)
Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed to grow the organization. Ensure IDPs are updated on a regular basis and provide opportunities for on-the-job, computer-based, or classroom training. Responsible for hiring and developing new employees. Work to hire a diverse workforce.
Ability to successfully handle multiple, complex projects / engagements simultaneously. Proven experience at developing and maintain relationships with other EMC organizations, customers, clients, and executives.
Oversee storage and backup operations at client sites and work with Project Management and other Tower Leads to develop implementation and operational plans for storage and backup technical services. Ensures adequate level of resources in place to meet contractual needs. Oversee chargeability of all delivery resources within service area. Responsible for Propel Timecard compliance for the team and expense management.
Co-ordinates and manages day to day storage and backup operational activities for the team including Incident, Change and Problem management, monitoring and alerting, performance and capacity planning, continuous improvement and IT Service Continuity Support. Works collaboratively with other tower leads to ensure that there is clear continuity of technical services for the client and a clear handover between the various operational teams supporting the client.
Liaise with Virtustream Sales and Delivery leadership to define and scope new services to be brought into the business. Partners with Account Leadership to set and execute on strategic direction for the business.
Ability to lead, motivate and direct a workgroup.
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.
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.