• Lead project manager in BENELUX & Nordics liaising with the Regional Sale Director to proactively maintain customer relationships and identify new customers requiring project/program management skills.• Mentor new team members within the OEM project/program management to help their onboarding and develop their skillsets within project & program management. • Lead Core Project Team, kick off programs, establish schedules and facilitate meetings. Core and extended team members include Project management, Sales, Order management, New Product Operations, Custom Factory Integration, Services Program Management, and Mechanical/BIOS/Regulatory Engineering• Work with the customers to document their requirements; establish clear objectives and deliverables for the program and manage the creation, review and approval of the SOW (Statement of Work). • Support new projects seeking additional lines of business and/or capabilities. • Facilitate Core Team meetings and maintain schedule. Responsible for meeting/ exceeding all milestones & deliverables. • Facilitate regular meetings with the customer and/or local partner during program development to enable fulfilment solutions. • Manage major risks and issues through effective contingency plans and proper escalation. • Schedule and run all phase reviews and program reviews. • Ensures Core Teams reach RTS (Ready to Ship) on time.

• Lead Core Project Team, kick off programs, establish schedules and facilitate meetings. Core and extended team members include Project management, Sales, Order management, New Product Operations, Custom Factory Integration, Services Program Management, and Mechanical/BIOS/Regulatory Engineering• Work with the customers to document their requirements; establish clear objectives and deliverables for the program and manage the creation, review and approval of the SOW (Statement of Work). • Support new projects seeking additional lines of business and/or capabilities. • Facilitate Core Team meetings and maintain schedule. Responsible for meeting/ exceeding all milestones & deliverables. • Facilitate regular meetings with the customer and/or local partner during program development to enable fulfilment solutions. • Manage major risks and issues through effective contingency plans and proper escalation. • Schedule and run all phase reviews and program reviews. • Ensures Core Teams reach RTS (Ready to Ship) on time.

• Facilitate and support core team calls both with internal and external customers for various customers.• Take the lead on EMEA CFI project up-dates working with the customer and core teams to document the customer requirements/objectives ensuring timelines are met and project is complete.• Manage customer escalations to resolution, assuring timely communications to customer for Tier 3 OEM customers, • Proactively manage unique parts inventory (CFI) and procurement/depletion plans• Manage First Article progress - provide up-dates to the customer and internal teams.• Operations support for Tier 3 customers and Tier 1 and 2 PM’s • Establish and develop relationships with core and extended team member and customers to ensure successful working relationships to the benefit of the customer and Dell.

• EMEA Program Manager for Global Segment Accounts; managing $30Million revenue per annum• Co-ordinate and manage post-sales activities for three major customers across EMEA region• Main point of escalation & resolution for any customer issues including; supply chain, logistics, invoicing & financing• Co-ordinate in-country Global Sales Teams to achieve local country customer requirements & drive satisfaction • Analyse and report on revenue spend, LOB penetration and QBR results across EMEA region for assigned customers• Maintain excellent customer relationships and ensure Dell is positioned to retain & win future business

• Act as first point of escalation for call coding, technical queries and engineering processes.• First point of contact for escalations and first time fixes within EOS.• Identify training & coaching needs within the EOS team; ensuring correct use of tools & procedures.• Analyse and report on trends within EOS metrics.• Maintain a good working knowledge of Dell’s product lines and warranties and changes to technologies.• Maintain relationships with other departments such first line technical support, UK Service Delivery etc.• Working closely with the EOS Team Lead to maintain SVL and other targets are met within the EOS team.

• Diagnosing Hardware and Software issues, logging service calls and ensuring customer satisfaction throughout• Respond to customer queries regarding new technologies and products and recommend appropriate upgrades where necessary

• Complex Technical Advice to predominantly commercial customer resolving connection and network problems relating to both software and hardware provision.• Managed solutions as part of Demon service to a wide range of client companies by providing detailed technical advice in support of hardware supplied.• Knowledge of all Windows and Mac operating systems in addition to a wide range of routers.• Adhering to fault logging systems, identifying defects in network provisions and managing customer queries through to resolution.

• Providing professional Technical support to both business and domestic clients for a varied range of Internet Service Providers including Cable & Wireless, Beeb.net and JustConnect.• Highly adaptable in delivering a wide range of advice to diverse account holders whilst recognising limitations and expectations of ISP’s contract specifications.• Provision of concise and faultless technical support to premium rate callers.• Detailed knowledge of Internet Browser functionality defects and resolutions.