Dell SDS Support Content Program Manager in Hopkinton, Massachusetts

The SDS Support Content Program Manager is a key member of the eServices Site Operations team and helps shape, guide and manage the evolution of the Support Site. This person works closely with business, technology, offer and product leaders across all of Dell EMC, partners and members of the leadership team.

Responsibilities

  • Assist with content migrations between legacy systems and portals, and establish the recommended plan, timeline of deliverables, and sustaining business model through post deployment

  • Serve as SME for online content and knowledge systems and tools

  • Serve as the lead for content and knowledge management assessments and recommendations

  • Track monitoring issues, and identify systems defects and enhancements required to meet current end-user demand and drive future capabilities

  • Ensure business continuity and perform testing across the key systems and applications for new releases

  • Document processes, and drive alignment for global sustaining models for governance across the various systems

  • Manages projects, or specific activities related to projects within given constraints of scope, schedule, budget, and quality through the duration of the project

  • Allocates work among team members and provides guidance on a regular basis

  • Conducts periodic reviews to ensure project is on track and conducts post-project reviews

  • Ensures all project documentation is kept up to date and communicated to the relevant stakeholders on a timely basis Utilizes relevant project management tools, systems, and applications

  • Defines supporting and/or driving process improvements

  • Cross-functional interaction with Technical Support, Product Group, Services IT, and Technology

  • Identify, quantify, present and drive impact-oriented actions using advanced analytical tools

  • Work on complex problems where analysis requires in-depth evaluation, escalation, and functional/feasible solutions.

Qualifications

Required

  • Previous experience working with online systems and tools

  • Extensive background in process management and ability to create detailed RACI models

  • Ability to establish sustaining business operating models and help drive consensus across the BUs on a unified strategy

  • Deep understanding of the Dell EMC customer journey

  • Capable program / project manager: Effective in general team leadership / facilitation skills; leading strategic projects.

  • Able to lead teams in formulating metrics and goals and creating and executing actions ensuring obtainment.

  • Demonstration of the ability to work complex problems where analysis requires in-depth evaluation.

  • Sound judgment within broadly defined practices and policies in selecting and methods, techniques, and evaluation criteria for achieving results.

  • Demonstration of consistent performance in meeting budgets, schedules, and general performance requirements individually and as a project team leader.

  • Long range strategic planning skills with the ability to articulate vision at team, managerial, and executive level.

  • Demonstrated ability to manage multiple programs / projects simultaneously; setting priorities and working independently under aggressive timelines.

  • 12+ years of related experience in a professional role with a Bachelor’s degree

Preferred

  • BPI skilled with Green or Black Belt certification or Lean Six Sigma

  • Project Management Professional (PMP) Certification

  • PMI – ACP (Agile) Certification

  • Familiarity with Content and Knowledge Management Systems