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Dell Senior Solutions Principal in Texas

SeniorSolutions Principal

The objective of the Solutions Principal role is to provide solution architecture leadership on complex services and multi-line of business opportunities by implementing a focused and structured approach to transform engagement strategy into a sound operational solution. The Solutions Principal will be an integral part in developing a strong win strategy and will lead the solution design, costing and governance phases of the deal lifecycle, as well as provide input and content into proposal documents, customer presentations, and contracts negotiation. The role resides within the Services Sales organization, and is a pre-sales role with direct customer engagement.

The primary categories of solutions supported by the Solutions Principal are focused on end user computing lifecycle and workplace managed services. These include

  • Workforce transformation

  • End point and end user lifecycle support including provisioning, automation, and management

  • Platform engineering and applications packaging/management

  • Hardware and Software Asset Management

  • Field Services

  • Service Management

  • Service Desk

  • Leading edge end user support solutions including: artificial intelligence (AI), machine learning (ML), self-help/self-healing technologies, robotic process automation (RPA), end user experience monitoring (UX)

Detailed responsibilities include but are not limited to the following:

  • Engage in early discussions with account team, business development manager, and customer to understand business problems and potential service components where Dell can add value

  • In partnership with the Business Development Manager, create an overall solution strategy and continue revising throughout the deal lifecycle.

  • Develop and articulate the solution strategy and preliminary scoping that solves for the customers’ business need. Including solution definition, sizing level of effort, engagement of subcontractor/partner , and solution documentation (proposals, presentations, statements of work)

  • Develop strong rapport’ with customer and be viewed as a trusted advisor (Solution/Delivery focused)

  • Identify, document and communicate customer solution requirements on an ongoing basis to the larger solution team made up of Dell internal and partner resources.

  • In conjunction with the Business Development Manager, build and manage a complex Services Pursuit Team (if necessary) in conjunction with customer account team

  • Lead solution team/SME's (where applicable) in the development of a detailed architectural design that is aligned with high-level architecture

  • Engage product development, leveraging emerging technologies and Dell’s technology roadmap in solutions

  • Drive the creation of scoping document and proposal language by SME’s/self as appropriate.

  • Establish self as the design owner with the Services Delivery Leadership team

  • Capture customer requirements (activities, assets, locations, SLA’s) and map to Dell capabilities. Ensure deliverability early in the “deal” life cycle. Modify as necessary throughout the deal life cycle

  • Delegate specific solution responsibilities to respective team members/SME's and ensure accountability for specific results and deliverables, where appropriate

  • Lead meetings with solution team for ongoing communications and asses progress

  • Provide regular project plan status to cross-functional management teams

  • Where necessary, provide regular Service Delivery Executive updates with status and next step recommendations

  • Drive and ensure governance and solution assurance processes are followed and communicated.

  • Lead the internal Solution Assurance Governance calls

  • Lead the development of Service Delivery Executive level communications including: Internal Review Decks (Solution Assurance Reviews); Drive creation of oral presentation material. Participate in Customer Oral Presentations

  • Ensure a quality solution and services proposal is delivered to the customer on-time

  • Oversee the development of an overall deal P&L with specific focus on all cost components

  • Provide risk assessment and update through the life of the deal.

  • Drive overall partner selection strategy and drive partner participation levels during the entire solution process

  • Lead the construction and agreement on both partner and customer Statements of Work

  • Participate in SOW/contract negotiations

  • Support successful hand-off of the solution to delivery and provide limited support during transition into steady state service delivery (knowledge transfer and historical perspective on decision making)

Qualifications

  • Masters of Business Administration, Masters of Finance, or MS Computer Science, or equivalent, desired

  • 10+ years’ experience in IT end user operations, end user delivery management, and/or end user solution architecture, required

  • Specific technical depth in and end user discipline preferred: Service Desk, SW Asset Mgmt/Provisioning, support automation, or Field Services

  • Technical depth having been acquired working closely with delivery teams in a delivery role or program management role or delivering Services & Integration Management (SIAM)

  • In-depth experience in creating and managing the creation of large scale, global managed end users services solutions, 10+ years preferred

  • Experience with end user monitoring and management, desired

Preferred Skills

  • HDI and / or ITIL and/or ITAM certification preferred

  • Awareness of and/or familiarity with industry tools and concepts such as :

  • Erlang-C and queuing theory

  • ITSM platforms such as ServiceNow, Cherwell or Remedy

  • End-point management platforms such as WorkspaceONE or MS Intune

  • Analytics or telemetry tools

  • Asset Management tools such as Flexera, Eracent

  • Field Services tools such as EasyTerritory

  • SCCM, MEM, Intune, WorkspaceOne

  • Key ITSM processes such as Incident, Problem, Change, Request Management

  • HDI and / or ITIL and/or ITAM certification preferred

  • Experience working with staffing, cost and rates models

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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