Job title: Teamleiter Configuration Services Field Project Managers (CFI)
Reports to: Head of CFI CER
Department: Global Support Services
Lead the CER Configuration Services FPM Team in all aspects, from driving new processes and procedures, meeting targets set by Configuration Services SMT, Operate autonomously to ensure delivery of the CFI service from first customer contact through to volume delivery. Resolve customer issues and escalations. Support the BU’s to provide a valued service in support of business objectives and goals.
Main responsibilities are:
Responsible for Team performance
Responsible for Practice Revenue Growth Performance
Identify initiatives for Revenue Growth
Point of operational escalation for Team members
Lead Focus Group and workgroup interactions improvement initiatives
CFI point of contact and relationship owner for sales management
1:1 meetings with team members limited to following topics:
Operational issues such as Project Issues
CE activities such as root cause analysis
Hot List submissions
Advice on best practice
Responsible for providing feedback to Practice Managers on performance; suggestions for development etc.
This role takes total responsibility and accountability for managing the day-to-day projects assigned to the team by the CFI Practice Manager. The key areas of responsibility are as follows:
Liaise with appointed Dell relationship customers to determine their exact customization needs, including hardware, software and any other needs for their IT or end-user project requirements. Meaning to visit customers, presenting all the CFI capabilities and the CFI offerings portfolio, in order to capture all the customer’s requirements in term of Hardware integrations, Software integrations and asset management services. In addition, determine any other data relevant to the logistics of the roll-out including dates for completion, volumes etc.
Liaise directly with EMF engineering Project Managers, ensuring they have a thorough knowledge of the requirements as laid out in the CFI Technical Spec. in conjunction with spec. validation.
Ascertain cost and lead time for validated projects and communicate quotation to Sales team.
Validate first pass production unit with customer and attain written sign-off to enable mass production.
Liaise with customer in relation to field issues. Analyze and communicate to CFI quality and work to determine root-cause and fastest possible fix, for minimum impact on project roll-out.
Proactively manage all transition requirements for customer projects.
Identify changes in integration market and any competitive advantage which would be beneficial to incorporate into the CFI service portfolio.
C onfiguration Services Development
Configuration Services is a critical service aimed at increasing penetration in the relationship market place and concurrently eroding reseller margins. It is designed to be an increasing source of revenue for Dell in the future. The Team Leader will have no staff reporting and will have no budgetary management. Being eligible to company car/car allowance, you will be able to manage your time in order to have effective meetings with customers. Effective execution of the function will be measured by improvements in the following metrics:
Accuracy of the information provide to EMF via the technical specification
Conversion rate of CFI projects to volume shipments
Accuracy of forecasting information provided by sales
Reduction of Configuration Services setup lead time
Improvement in transition process
A flexible, self-motivated and goal oriented approach
Strong business awareness and customer focus
Excellent communication skills
Integrity in all business dealings
Knowledge, skills and abilities:
In depth technical knowledge of client and Enterprise systems and architecture, together with system customization tools for an IT environment
Good Project Management Experience
Able to work effectively at all management levels
Good understanding of business goals and objectives
Detailed knowledge of a specific business function/process
Detailed knowledge of CFI engineering processes
Detailed understanding of the Dell manufacturing process
Excellent verbal and written communication skills,
Good presentation skills
Good problem solving and analysis skills
Good conflict resolution
Good negotiation skills
Good tactical execution skills
Good quality improvement
Ability to interact with Senior Management team, BU pre-sales personnel, CFI technical specialists, Country managers, Customers, CFI Inventory, Forecasting and Reporting personnel, Order Services Personnel, Business Planning Personnel, Procurement Personnel
Excellent German AND English language skills