Principal Engineer, Service Delivery
Dell Technologies customers rely on our products and services to drive progress, so we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfill their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve, then we make sure we deliver on our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities as well as partner with key stakeholders to maximize these prospects.
Join us to do the best work of your career and make a profound social impact as a Principal Engineer on our Service Delivery team in Remote, Ohio.
What you'll achieve
As a Principal Engineer, Service Delivery, you'll be a Delivery Manager providing world-class delivery support to our Corporate IT Business Community by building in-depth knowledge of their priorities and initiatives as well as becoming a trusted advisor, avoiding customer impact and facilitating continuous improvement. You'll provide second level support for End User Desktop and IT Site support issues, as well as assist the management team with day-to-day operations by receiving, assessing, troubleshooting and escalating support incidents and requests.
You will:
- Leads country or regional site services team and is responsible for service delivery costs, service level and coordination of resources as well as serve as an escalation point for various complex operational issues as determined by the Customer's organization
- Works with end customer to drive service improvement initiatives to continually improve IT and user experience as well as target opportunities for growth within the customer environment
- Engages on resource management related tasks whenever needed to ensure high effectiveness and optimization of resources' utilization
- Monitor group Service Level Agreement (SLA), customer satisfaction and other performance metrics and influence their use in the long-term
- Ensures team is aware of ongoing initiatives or upcoming changes by holding regular team meetings; Facilitates each individual's development by and not limited to enabling employees to participate in one-on-one meetings
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:
Essential Requirements:
- Typically requires 8+ years of related experience in a professional role with a Bachelor's degree; or 6+ years with a Master's degree; or 3+ years with a PhD; or equivalent experience
- Possess strong IT support in products, technology and industry knowledge
- Possess excellent organizational and planning abilities to effectively oversee and implement program deliverables; Additionally, strong skills in customer relationship management, analysis, problem-solving and negotiation are essential, along with the ability to set priorities and delegate tasks efficiently
- Adept in stakeholder management, communications and conflict resolution
- Team management skills with the ability and passion to actively listen, coach as well as direct and manage when needed as well as the ability to influence others to achieve results
Desirable Requirements:
- Proven ability to lead sub-teams
- Certifications in Information Technology Infrastructure Library (ITIL) and Project Management Professional (PMP) preferred
Compensation
Dell is committed to fair and equitable compensation practices. The salary range for this position is $112,200 - $145,200.
Benefits and Perks of working at Dell Technologies
Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at
Who we are
We believe that each of us has the power to make an impact. That's why we put our team members at the center of everything we do. If you're looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we're looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here .
Job ID:R246608
Dell's Flexible & Hybrid Work Culture
At Dell Technologies, we believe our best work is done when flexibility is offered.
We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.
