Account Services Management Senior Advisor

Dell Technologies customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

What You'll Achieve

As a Senior Advisor, you will be responsible for guiding customers through service processes, leading reviews and improvement initiatives, and serving as the primary operational point of contact for complex service delivery activities. You will ensure proactive communication, reliable service execution, and operational excellence across strategic customer environments.

Join us to do the best work of your career and make a profound social impact as a Senior Advisor on our Account Services Management team in Oslo, Norway.

You Will

• Coordinate incident, change, configuration, and customer management processes while ensuring SLA adherence.
• Prepare and deliver service performance reports and drive root cause analysis (RCA) and continuous improvement initiatives.
• Maintain escalation playbooks and operational knowledge content; mentor advisors and analysts.
• Collaborate with internal teams to address risks, changes, and evolving customer expectations.
• Support onboarding, transitions, and operational readiness for new services.
• Act as the Field Support lead for large-scale AI infrastructure deployments, ensuring operational readiness and effective coordination across deployment, engineering, and support teams.
• Oversee onsite support activities during PowerEdge XE server deployments, driving timely resolution of issues and minimizing risks to customer implementation schedules.
• Ensure field engineering teams are properly staffed, organized, trained, and equipped to support deployments in remote and newly established datacenter locations.
• Provide regular status updates and executive-level communications to customers and internal stakeholders throughout deployment programs.
• Travel to customer locations as required to oversee critical deployment activities, strengthen stakeholder relationships, and ensure operational excellence.

Additional Role Scope

In addition to the responsibilities outlined, this role will have a strong focus on supporting some of Dell Technologies' largest AI customers as they build and scale next-generation datacenters across the Nordics.

The successful candidate will oversee and support the deployment of PowerEdge XE server infrastructure from a Field Support Services perspective. While not directly responsible for performing physical installations, this individual will act as the operational lead for Field Support, ensuring deployment activities are executed successfully by Dell's deployment and engineering teams across large-scale environments that may comprise thousands of servers.

This role requires close coordination with onsite engineering teams to ensure rapid identification, escalation, and resolution of technical and operational issues. The candidate will be responsible for driving team readiness, ensuring engineers are properly organized, aligned, and equipped with the tools, processes, and resources required to operate efficiently in newly built datacenters, often located in remote regions where infrastructure and support resources may be limited.

Given the strategic importance and scale of these AI deployments, the candidate is expected to travel frequently to customer locations across the Nordics and other regions as needed. They will provide onsite leadership, oversee operational execution, facilitate collaboration across Dell teams and customer stakeholders, and ensure consistent communication, transparency, and successful delivery outcomes throughout the deployment lifecycle.

Essential Requirements

• 8+ years of experience in service operations, account services management, datacenter operations, or technical service delivery, supported by a strong ITIL foundation.
• Experience managing complex enterprise infrastructure deployments or large-scale datacenter operations.
• Demonstrated ability to coordinate cross-functional teams and drive issue resolution in high-visibility customer environments.
• Strong customer-facing communication, stakeholder management, and executive presentation skills.
• Proficiency with service management tools, operational dashboards, and reporting platforms.
• Strong organizational skills with the ability to manage multiple priorities in fast-paced and rapidly changing environments.
• Willingness and ability to travel frequently to customer sites, including remote datacenter locations across the Nordics and other regions as required.

Desirable Requirements

• Bachelor's degree in Information Technology, Engineering, Business, or a related field.
• ITIL Intermediate or higher certification.
• Experience supporting AI, HPC, GPU-based infrastructure, or PowerEdge XE server environments.
• Experience working with hyperscale, cloud, or large-scale datacenter customers.

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the centre of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.