Senior Consultant, Account Services Management

Dell; Chicago (IL); On-site; USD 170,000 - 220,000; Full time

Job summary

Dell Technologies in Chicago, Illinois is seeking a Customer Delivery Executive to lead the AI server support initiatives for PowerEdge XE customers. You will coordinate with support, engineering, sales, logistics and field teams to ensure end-to-end delivery and strong customer outcomes.

Responsibilities include governance, deployment guidance, scalable delivery models, and driving operational excellence while building trusted relationships with customers and stakeholders.

Qualifications

• Travel available regionally as business needs fluctuate.
• Strong experience with contract interpretation, SOW management, and risk assessment for large-scale infrastructure deals.
• Deep understanding of AI workloads, GPU/server architecture, and enterprise infrastructure (servers, storage, networking, cloud).
• Ability to translate technical requirements into scalable support strategies and manage complex service engagements using ITSM principles.
• Strong project management, analytical thinking, and communication skills to influence stakeholders and drive successful outcomes.

Responsibilities

• Lead AI server deal execution & governance: Align SOWs/SLAs with delivery capabilities, ensure compliance, manage risk, and oversee escalations.
• Act as AI infrastructure SME: Advise teams and customers on deployment, optimization, and performance best practices.
• Standardize and scale operations: Develop repeatable frameworks, playbooks, and delivery models for AI server support.
• Drive cross-functional collaboration & innovation: Partner with support, engineering, sales, logistics, and field teams to improve processes, products, and customer outcomes.
• Ensure operational excellence & customer success: Lead reviews, resolve complex escalations, implement corrective actions, and stay current on emerging technologies.

Skills

Travel & flexibility

Deal governance expertise

AI & infrastructure knowledge

Operational & delivery leadership

Customer & communication strengths

Education

Bachelor’s degree in information technology, Computer Science, or related field

Certifications: PMP, ITIL, or Dell-specific product certifications

Job description

Solution Support as a Service (SSaaS) for PowerEdge XE Support, Customer Delivery Executive (CDE)

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us to do the best work of your career and make a profound social impact as a Customer Delivery Executive in our Solutions Support as a Service team supporting PowerEdge XE servers in Chicago, Illinois.

What you’ll achieve

The ISG Remote Support team is seekingPowerEdge AI Customer Delivery Executivesto lead two critical initiatives: theAI Server Support Launch Teamand the development of theAI Server Operational Tiger Team Playbook. These roles are pivotal in orchestrating activities across a complex AI server pipeline, managing high-value deals, and ensuring seamless end-to-end operations for both customers and internal stakeholders.

RESPONSIBILITIES

You will:

• Lead AI server deal execution & governance:Align SOWs/SLAs with delivery capabilities, ensure compliance, manage risk, and oversee escalations
• Act as AI infrastructure SME:Advise teams and customers on deployment, optimization, and performance best practices
• Standardize and scale operations:Develop repeatable frameworks, playbooks, and delivery models for AI server support
• Drive cross-functional collaboration & innovation:Partner with support, engineering, sales, logistics, and field teams to improve processes, products, and customer outcomes
• Ensure operational excellence & customer success:Lead reviews, resolve complex escalations, implement corrective actions, and stay current on emerging technologies

QUALIFICATIONS

Essential Requirements

• Travel & flexibility:Willingness to travel regionally as business needs fluctuate
• Deal governance expertise:Strong experience with contract interpretation, SOW management, and risk assessment for large-scale infrastructure deals
• AI & infrastructure knowledge:Deep understanding of AI workloads, GPU/server architecture, and enterprise infrastructure (servers, storage, networking, cloud), including PowerEdge platforms
• Operational & delivery leadership:Ability to translate technical requirements into scalable support strategies and manage complex service engagements using ITSM principles
• Customer & communication strengths:Strong project management, analytical thinking, and communication skills to influence stakeholders and drive successful outcomes
  

Qualifications

• Deep technical expertise in AI product, work cases, and infrastructure. With 8–12 years of experience in technical customer support or account management, ideally supporting high-value technology clients across diverse sectors
• Preferred certifications: Project Management (e.g., PMP), ITIL, or Dell-specific product certifications
• Bachelor’s degree in information technology, Computer Science, or a related field.
• Valid driver’s license required

• Willingness to travel periodically to customer sites for escalations or hands-on data center training

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $170,000 - $220,000

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 MyWellatDell.com.

ABOUT US

Who We Are

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