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Senior Consultant, Account Services Management

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Dell

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Location:
India , Gurgaon

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The ISG Remote Support team is seeking PowerEdge AI Customer Delivery Executives to lead two critical initiatives: the AI Server Support Launch Team and the development of the AI 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.

Job Responsibility:

  • Govern AI Server Deal Execution: Align contractual obligations (SOWs, SLAs) with support delivery capabilities to ensure successful execution across AI server engagements
  • Lead support governance for AI server deals: Ensure compliance with operational standards, risk mitigation strategies, and manage escalation protocols for AI server deals
  • Act as AI Infrastructure SME: Advise internal and customer-facing teams on deployment best practices, workload optimization, and performance tuning
  • Develop Scalable Delivery Models: Create repeatable playbooks and frameworks to standardize AI server support and operations
  • Interface with Support Management, Parts & Logistics, Field Support (FSEs/Skytechs), Account Management, CSIMs, Solutions and Sales teams, and IPS/EE on complex customer engagements
  • Drive operational excellence through closed-loop corrective actions, feeding insights back to engineering, parts, and professional services to improve product quality and reliability
  • Work closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practices

Requirements:

  • 14+ years of experience in technical customer support or account management, ideally supporting high-value technology clients across diverse sectors
  • Proven experience in deal governance, including contract interpretation, SOW management, and risk assessment for large-scale infrastructure projects
  • Deep understanding of AI workload characteristics, including GPU server architecture, data center orchestration, and workload-specific tuning
  • Strong technical background in enterprise infrastructure, client and cloud solutions - servers, storage, networking, virtualization, and cloud - with specific expertise in PowerEdge HW and PowerEdge XE
  • Ability to translate technical AI requirements into actionable operational delivery plans and support strategies
  • Demonstrated success managing complex, large-scale service engagements with a solid grasp of IT service management and Dell’s product/service portfolio
  • Strong customer orientation with project management expertise, strategic thinking, and analytical skills to leverage data for insights and recommendations
  • Excellent communication, presentation, and interpersonal skills to build trust with both technical and non-technical stakeholders

Nice to have:

  • Preferred certifications: Project Management (e.g., PMP), ITIL, or Dell-specific product certifications
  • Willingness to travel periodically to customer sites for escalations or hands-on data center training
What we offer:
  • Comprehensive Healthcare Programs
  • Award Winning Financial Wellness Tools and Resources
  • Generous Leave of Absence for New Parents and Caregivers
  • Industry Leading Wellness Platform
  • Employee Assistance Program

Additional Information:

Job Posted:
April 16, 2026

Expiration:
April 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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