Manager 2, Service Delivery
Dell EMC -
Cairo, EgyptPosted 4 years ago97People have clicked1 open position
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Job Description
- Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses.
- Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas.
- Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.
- Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
- Collaborates with other managers, internally and occasionally externally, to influence and ensure that assigned technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports.
- Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers.
- Ensures that all issues are escalated in accordance with policy and procedures.
- Manages the activities of a group or department of individual contributors and/or supervisors responsible for providing on-site/remote support in resolving customer issues when problems have been escalated and the first line product support in the field has failed to identify or fix equipment or software issues.
