Dell Service Product Leader - XIO / SIO in Hopkinton, Massachusetts

Job Description:

Provides leadership to a team responsible for service planning, readiness and serviceability product management for Dell EMC’s Storage Division (SD) XtremIO and ScaleIO product lines. Provides a senior Services point of view into the strategic business plans for new and existing products. Works closely with engineering and product management as well as customer support and professional services delivery and operations leadership. Facilitates service planning and serviceability product management in order to optimize product serviceability, increase product impact in the marketplace and maximize the customer’s ability to quickly and successfully consume Dell EMC technology. The ideal candidate will be a senior- level professional who has a demonstrated talent for thought leadership and a passion for team- and relationship- building.


  • Senior individual contributor role that provides leadership to a team responsible for service planning, readiness and serviceability product management for several of Dell EMC’s Storage Division products, including the Partner Services strategy, as part of the business plan of record

  • Responsible for driving the development of serviceability investment goals, operational metrics and targets as well as executing on a serviceability product roadmap leveraging Customer Support (CS), Managed Services, Professional Services and the services enablement team

  • Teams with logistic and parts planning, Global HW Engineering and XtremIO and ScaleIO engineering leadership on the Customer and Field

Replaceable Unit strategy to optimize the customer experience and minimize cost

  • Works closely with the Customer Experience, Quality and Engineering teams in reviewing in-market product performance to prioritize future product improvement investments

  • Responsible for balancing investment in cost of service/scale initiatives with market penetration goals that change throughout a product’s lifecycle

  • Effectively blends adept leadership and an entrepreneurial spirit

  • Leverages Dell EMC’s best-in-class processes and standards while shaping and defining any new or evolving needs for the business to ensure go-to-market success and the highest level of customer experience

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. 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.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Critical Hiring Criteria:


  • Bachelor's (Tech) or equivalent; 8-12 years experience

  • Ability to lead and inspire a team, influencing cross-functionally to achieve results.

  • Excellent written and verbal communication skills, strong presentation skills.

  • Knowledgeable in product lifecycle and new product launch readiness processes.

  • Experience in service lifecycle planning and product management

  • Ability to quickly learn new technology and products (architecture level)

  • Understanding of Dell EMC XtremIO and ScaleIO technology and the Storage industry

  • Ability to make data/metrics-based decisions and business justifications

  • Customer-facing experience a plus

Functional Area(s):

Customer Service & Support


EMC Corporate

Business Unit:



US - Massachusetts - Hopkinton