Job Description

Solution Support as a Service (SSaaS) for PowerEdge XE Support, Customer Delivery Executive (CDE)

At Dell Technologies, world-class service doesn't end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help - by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there's an issue with a customer's product, we'll analyze it, identify the cause, recommend a solution and document the problem.

Join us to do the best work of your career and make a profound social impact as a Customer Delivery Executive in our Solutions Support as a Service team supporting PowerEdge XE servers in Springfield, Ohio.

What you'll achieve

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.

Responsibilities

You will:

• Lead AI server deal execution & governance: Align SOWs/SLAs with delivery capabilities, ensure compliance, manage risk, and oversee escalations
• Act as AI infrastructure SME: Advise teams and customers on deployment, optimization, and performance best practices
• Standardize and scale operations: Develop repeatable frameworks, playbooks, and delivery models for AI server support
• Drive cross-functional collaboration & innovation: Partner with support, engineering, sales, logistics, and field teams to improve processes, products, and customer outcomes
• Ensure operational excellence & customer success: Lead reviews, resolve complex escalations, implement corrective actions, and stay current on emerging technologies

• Travel & flexibility: Willingness to travel regionally as business needs fluctuate
• Deal governance expertise: Strong experience with contract interpretation, SOW management, and risk assessment for large-scale infrastructure deals
• AI & infrastructure knowledge: Deep understanding of AI workloads, GPU/server architecture, and enterprise infrastructure (servers, storage, networking, cloud), including PowerEdge platforms
• Operational & delivery leadership: Ability to translate technical requirements into scalable support strategies and manage complex service engagements using ITSM principles
• Customer & communication strengths: Strong project management, analytical thinking, and communication skills to influence stakeholders and drive successful outcomes

• Deep technical expertise in AI product, work cases, and infrastructure. With 8-12 years of experience in technical customer support or account management, ideally supporting high-value technology clients across diverse sectors
• Preferred certifications: Project Management (e.g., PMP), ITIL, or Dell-specific product certifications
• Bachelor's degree in information technology, Computer Science, or a related field.
• Valid driver's license required
• Willingness to travel periodically to customer sites for escalations or hands-on data center training