Digital Support Self-Serve Senior Strategic Consultant

Contribute to the development of business plans and growth strategies by leveraging fact-based analysis of self-serve adoption, customer behavior, Digital Support performance, and competitor assessments to capitalize on market trends and maintain competitive advantage and identifies strategies for the organization's approach to various customers and industries, leveraging qualitative and quantitative research to inform Digital Self-Serve Modernization priorities that translate to measurable improvements in customer satisfaction, adoption, and operational efficiency. Manage executive and stakeholder expectations through proactive communication, transparent reporting Translate program performance, strategic direction, and business unit priorities into compelling, actionable narratives for internal and external audiences, including the identification, resolution, and escalation of program risks and issues with particular attention to cross-functional dependencies and integration points across portals, platforms, and Digital Support touchpoints.

Senior Strategic Program Manager - Digital Services Self-Serve Modernization

Join us to do the best work of your career and make a profound social impact as aSenior Strategic Program Manager on our - Digital Services Self-Serve Modernization Teamin Round Rock, Texas

What you'll achieve
Drives end-to-end accountability and alignment of delivery execution for the Dell Digital Services Self-Serve Modernization strategy, collaborating and coordinating across all IT and business segments. Aligns cross-functional roadmaps, executive and stakeholder expectations, and program delivery accountability to deliver a joint business unit commercial enterprise management solution, including integrated portals and improved customer experience with Digital Support. Analyzes market data, emerging industry trends, competitive threats, and customer insights to inform the modernization roadmap and long-term strategic objectives. Brings a foundational understanding of integrating technology and process design, as well as leading complex change management initiatives. In this pivotal role, you will drive and deliver strategic business transformation programs, align with effective governance structures, and implement new capabilities on a global scale. Leverages knowledge of AI technologies and practical applications to drive intelligent automation, enhanced self-serve experiences, and data-driven decision-making. Provides strategic, technical, and process guidance to cross-functional project teams to ensure cohesive delivery of the self-serve modernization vision.

You will:

• Drive the development and execution of the Self-Serve Modernization program plan, facilitating program execution activities such as stakeholder interviews, workshops, status tracking, issue management, change management support, and reporting with end-to-end delivery accountability across integrated portal delivery and customer experience improvements.

• Align and integrate cross-functional roadmaps across business units, product, engineering, UX, and operations to ensure unified delivery of the commercial enterprise management solution while ensuring consistency and adherence to Dell standards, processes, and policies across all workstreams

• Develop executive-ready storyboards, business cases, and presentation materials to support rapid decision-making and transformation of program alignment. Manage executive and stakeholder expectations through proactive communication, transparent reporting Translate program performance, strategic direction, and business unit priorities into compelling, actionable narratives for internal and external audiences, including the identification, resolution, and escalation of program risks and issues with particular attention to cross-functional dependencies and integration points across portals, platforms, and Digital Support touchpoints

• Contribute to the development of business plans and growth strategies by leveraging fact-based analysis of self-serve adoption, customer behavior, Digital Support performance, and competitor assessments to capitalize on market trends and maintain competitive advantage and identifies strategies for the organization's approach to various customers and industries, leveraging qualitative and quantitative research to inform Digital Self-Serve Modernization priorities that translate to measurable improvements in customer satisfaction, adoption, and operational efficiency

• Champion the integration of AI-driven capabilities including intelligent automation, predictive analytics, and AI-powered self-service tools into the modernization roadmap to enhance customer experience and operational performance across the Digital Support ecosystem

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

• 15+ years of progressive experience in IT program/project management, strategic planning, consulting and/or technology services industry experience, or digital transformation leadership, including large-scale platform modernization initiatives

• Proven ability to work independently and influence cross-functionally to manage multi-workstream programs spanning multiple business units with strategic and operational accountability.

• Strong stakeholder management skills with demonstrated ability to align executive expectations with delivery execution

• Experience delivering enterprise solutions involving portal integration, customer-facing platforms, or digital support ecosystems

• Demonstrated knowledge of AI technologies and practical application experience including intelligent automation, AI-powered customer experience tools, generative AI, or predictive analytics within enterprise environments.

• Ability to build and sustain professional relationships, lead projects or workstreams, manage and prioritize multiple tasks in a fast-paced and dynamic environment

Desirable Requirements

• Bachelor's (or Master's) degree in business, engineering, information systems, or equivalent experience along with PgMP, PMP, SAFe, or equivalent certifications

• Experience with commercial enterprise management solutions or self-service platform strategies along with hands-on experience implementing or managing AI/ML-driven solutions at scale within digital services or customer experience programs including customer experience strategy, journey mapping, or digital adoption