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Manager - Project Management Office

Job Description and Requirements

Detailed Responsibilities

  • Requires standard office hours to support specific countries/customers within each country.
  • Leads a team of Project Managers, responsible for daily coaching, project level assistance and resolving customer escalations.
  • Comfort fielding inquiries from internal and external customers regarding project status or project escalations.
  • Maintains a constant Customer Experience focus.
  • Relationship builder with internal and external partners.
  • Proactively identifies potential issues, drives resolution to avoid customer impact and facilitate continuous improvement.
  • Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
  • Works with Sales to increase Dell footprint within customer.
  • Maintains a constant focus on cost management and revenue attainment.
  • Able to comprehend the installation Statement of Service sold and articulate the service description/ project to the customer.
  • Supports administrative activities for the team: project assignment, scheduling tool management, time and attendance, etc.
  • Identifies opportunities for growth and innovation and facilitates internal process improvement.
  • Provide regular business updates to Director.
  • Ability to gain knowledge of Dells hardware and installation offers; Proven ability to learn and manage technical solution (compute, storage, network, and software) requirements in the construction and ongoing delivery of engagements
  • Efficient use of Dell systems, tools and applications

Required Skills:

  • Fluency in English and one or several of the following languages: Italian, French, German, Dutch & Spanish (verbal and written) and effective at facilitating communication among team members with varied cultures, backgrounds, and areas of expertise
  • Able to be onsite, provide tactical direction and serve the team as a point of escalation and expertise on each engagement.
  • Ability to articulate messages clearly and concisely, while effectively facilitating communication among team members with varied cultures, backgrounds, and areas of expertise.
  • Excellent Project Management skills with a passion for providing superior customer service.
  • Experience working with European customers. Able to understand/relate to customers needs from different countries/ geographical areas.
  • Works on abstract and complex problems requiring evaluation of intangible variables with minimal direction and able to propose viable solution.
  • Ability to think independently and apply effective problem solving skills.
  • Ability to reach project objectives while remaining within budget/time constraints.
  • Able to engage in customer escalations, quickly understand project status, customer needs, identify required actions, and direct team on next steps.
  • Ability to provide management with clear and concise performance updates
  • Proven ability to manage and prioritize time and resources to meet customer service requirements
  • Consistently project a positive and professional image
  • Undergraduate degree or equivalent relevant work experience
  • Proficient with MS Excel and Outlook, and possess the ability to learn additional software programs
  • 8+ years relevant work experience

Preferred Experience:

  • Masters degree
  • 10+ years relevant work experience
  • Minimum of 2+ years experience in technical project management, including at least 1 year in the deployment of infrastructure projects for medium-to-large size enterprise data centers
  • Familiarity with professional services software delivery and deployment processes
  • Solid capability in the 9 PMI PMBOK knowledge areas