Senior Services Delivery & Account Management Lead

Senior Account Services Management Advisor – Dell UAE; Dubai; On-site; AED 446,400 - 669,600; Full time

Job summary

Dell Technologies in Dubai is seeking a Senior Account Services Management Advisor to oversee seamless service delivery across multiple streams, from incident to change management, ensuring customer satisfaction and timely resolution.

You'll build consistent delivery, analyze trends, report SLAs, and coordinate between support, account teams, field service and customers, while mentoring junior staff.

Qualifications

• 8 to 12 years of relevant experience delivering successful complex IT services across a range of sectors.
• Demonstrated ability to work in a fast-paced matrix organisation directing diverse teams through multiple programs to completion.
• Proven ability to manage a dynamic workload of complex priorities and deliverables while proactively communicating expectations.
• Strong data-driven and problem-solving skills and a passion to learn and master new concepts quickly and independently.
• Outstanding communication skills and the ability to positively influence all partners.

Responsibilities

• Build consistency of delivery and adherence to standard practices, ensuring contractual service support requirements are met.
• Compile, analyse and report statistical data and trends relating to service‑level compliance and operational effectiveness.
• Present operational and service‑level reports and explain service‑level support available to all partners.
• Facilitate effective communication and coordination of problem‑solving efforts between support teams, account teams, field service personnel and customers.
• Supervise and guide less experienced team members, as well as train and mentor functional teams to understand and follow process guidelines.

Skills

Project management

Stakeholder management

Data analysis

Communication

Problem solving

Job description

Dell Technologies in Dubai is seeking a Senior Account Services Management Advisor to oversee seamless service delivery across multiple streams, from incident to change management, ensuring customer satisfaction and timely resolution.

You'll build consistent delivery, analyze trends, report SLAs, and coordinate between support, account teams, field service and customers, while mentoring junior staff.