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Operations Lead/Product Owner


Australia only
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Operations Lead/Product Owner - Managed Services

Dell Technologies customers rely on our products and services to drive progress. So, we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell Technologies deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

Join us as an Operations Lead on our Managed Services team in Sydney to do the best work of your career and make a profound social impact.

What you’ll achieve

As an Operations Lead/Product Owner, you will provide operational leadership to a distributed managed services team across an enterprise  environment, with multiple technologies and service disciplines. You will coordinate with Senior Sales Management and Delivery Leadership to define, scope and deliver operational services to the client and build a high performing Agile team.

You will:

  • Work with the management team to coordinate the day to day activity and direction of staff within an enterprise client.
  • Be responsible for achieving assigned metrics for the organization (i.e. CSAT, utilization, SLAs) and ensuring the team’s adherence to ITIL methodologies within the customers framework for change, incident and problem management.
  • Drive customer meetings that cover utilization, SLA, capacity planning, incident and problem management under an ITIL framework.
  • Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed to grow the organization.
  • Identify training and development requirements for the team and work with the Operations Manager to provide opportunities for on-the-job, virtual, or classroom training.
  • Assist the Operations Manager with hiring and developing new employees.
  • Work across multiple, complex projects/engagements simultaneously
  • Be accountable for operational stability of infrastructure managed services at client sites and work with Project Management and other Tower Leads to develop implementation and operational plans.
  • Ensure adequate level of resources in place to meet contractual needs.
  • Co-ordinate and manage day to day operational activities for the team including Incident, Change and Problem management, monitoring and alerting, performance and capacity planning, continuous improvement and IT Service Continuity Support.
  • Work collaboratively with other tower leads and the Dell Technologies support organization to ensure that there is clear continuity of technical services for the client and a clear handover between the various operational teams supporting the client.
  • Liaise with Operations Manager and Delivery Leadership to define and scope new services to be brought into the business. Partners with Account Leadership to set and execute on strategic direction for the business.
  • Manage complex technical issues, provide accurate and cohesive updates to the client and senior management while driving issues to resolution. Present the client with incident and problem management reports with recommendations for remediation under an ITIL framework.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Strong product/technology/industry knowledge that can be applied in a complex customer environment.
  • Strong understanding of Risk Management, Agile Methodologies, Service Management & ITIL methodologies including change, incident and problem management.
  • Ability to lead, motivate and direct a workgroup / highly technical team to achieve results.
  • Customer focused
  • Possesses operational command of the business.
  • Ability to manage in a matrix environment.
  • Strong problem solving, presentation and analytical skills.

Desirable Requirements

  • Bachelor’s degree

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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.

Operations Lead/Product Owner


Australia only
Apply now