Services Business Project Program Manager Knowledge Management Best Practices

Dell   •  


Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 36 days ago

Dell is a collective of customer-obsessed, industry-leading visionaries. We believe that technology is essential for driving human progress, and the technology we provide transforms the way we all work and live. But we are more than a technology company — we are a people company. We recognize that over 100,000 employees across six continents have different interests and aspirations. We inspire, challenge and respect each and every one of them, every day. And we provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Services Business Project/Program Manager on our Knowledge Management team in Round Rock, Texas.

Knowledge Management is a Dell Technologies Support and Deployment Services (SDS) foundation strategy that ensures the best customer experience and efficient business outcomes by capturing, sharing, and re-using knowledge.

Come join a team that understands the value of knowledge across the enterprise and is passionate about it! We focus on ensuring that the right information is available at the right time to the right audience. Our focus spans end to end across the entire service life cycle, and we drive programs to improve the creation, access, and leverage of knowledge to support business outcomes. Our team is collaborative and innovative, and works closely with many stakeholder organizations including remote support, field, deployment, pre-sales, serviceability, product management, and more. A key opportunity in Knowledge Management is to enable the adoption of Knowledge Creation and Sharing practices across the Service organization to drive optimal user experiences and leverage knowledge for optimal efficiency.

Key Responsibilities:

  • Provide program and project management across one or more KM initiatives, focusing primarily on driving adoption of Knowledge Creation and Sharing in Services across a specific business unit.
  • Interfaces with business areas to provide solutions and tools to build and strengthen business processes.
  • Works with customer to define business requirements while designing, developing and testing moderately complex knowledge capture processing, and engineer elaborate workflows, search capabilities, and measurement approaches.
  • Works with leadership to develop and administer reports on application usage and knowledge contributions.
  • Writes communications (e-mails, campaign, etc.) on various Knowledge Management initiatives to various audiences.
  • Build project teams and set direction
  • Proven experience understanding and implementing digital strategy
  • Provide regular updates on progress; manage risks and issues
  • Build key business frameworks such as identifying KPIs and target outcomes, resource needs, requirements, etc.
  • Build and present proposals to management.

Essential Requirements:

  • 5+ years of program and project management experience. PMP certification is a plus.
  • Bachelor’s degree or higher – or equivalent work experience
  • Familiarity with product and IT development processes
  • Understands organizational Knowledge Management framework and operates in and around it appropriately.
  • Understands Knowledge Management tools and technologies and has the ability to use them.
  • Familiar with Knowledge Management process reviews and audits, and interprets the findings from the audits.
  • Strong communication and presentation skills
  • Ability to interpret data and provide feedback on analytics as relevant to the program
  • Ability to collaborate with other team members and with stakeholders
  • Strong business process skills
  • Ability to navigate ambiguity and influence others.
  • Strong working knowledge of social platforms and measures/metrics.
  • Strong product/technology/industry knowledge.
  • Solid understanding of Knowledge Management Industry Best Practices


We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Closing date: February 22, 2019

Apply now!

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

A key opportunity in Knowledge Management is to enable delivery of a guided experience for users (whether they are internal employees, customers, partners, etc.). A guided experience coaches the user through a set of questions to help them arrive at the answer to their question or solution to a problem. To enable an effective guided experience, processes must be defined, standards identified, and change management practices developed to enable multiple teams to deliver this content in a consistent and efficient way.

Job Family: Business-Support Graduates

Job ID: R84401