Service Delivery Manager - 3rd level support - English language
| Job description - Overall ownership of Service delivered to the assigned customer across all involved competencies - Primary point of contact for service levels, escalations and issues for customer - Owner of overall customer relationship and customer satisfaction within the Delivery Centre - Deliver cost effective, standard customer measurements in line with contracted commitments - Support Account planning/strategy - Support Proposals for assigned account including qualification of new business opportunities - Responsible for Security and audit compliance, reviews & actions - Provide input to and help deliver transition plans (from a customer deliverable point of view) - Provide agreed IBM/business entity with single point of contact into SM/SD team - Provide leadership and direction to the Service Delivery teams - Own level of service quality and Service Delivery performance - Continually identify ways to reduce costs of delivering the services - Monitor and manage service delivery performance of Subcontractor/third party - Own Disaster Recover plan for the account - Support DPE/BOM and PE in the management of contract change and service related issues - Manage service to contract, (SLAs, dates and performance measures) - Support contract development/DOU’s with service providers (sub-contractors/third party providers/customer) - Recommendations for areas of contract changes that can improve service, lower costs or improve customer satisfaction - Provide cost management input to account management team - Work with Business Office to monitor Claim cross charging accuracy - Provide appropriate account specific information to service suppliers - Ensure communications on day-to-day service operations are delivered to appropriate customer staff - Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE) - Project Prioritization, Project delivery as required - Manage service within MIR process - Develop service action plans based on root cause analysis, trends and customer inputs - Availability management including Backup and Disaster Recovery Management - Review and manage capacity to agreed service contract with supplier groups - Provide/manage continuous improvement of all services provided and identify alternatives/options to these services - Participate in process improvement with the agreed IBM/business areas - Provide direction, input to strategy goal setting and prioritization for Service Delivery teams - Provide timely and accurate Internal reporting - Ensure that IMACs and Service Requests are actioned in line with contract commitments Requirements: - Minimum 3 years experience in a customer-facing managerial role (responsibility towards the customer for service or project delivery) - Fluent English, spoken and written - Excellent communication skills - Ability to negotiate in a diplomatic way; pursue IBM interests in a win-win mode with the customer - Ability to operate effectively in a stress environment with conflicting priorities - Self-driven individual fully capable or organizing his/her own work independently - Strong time-management and self-organization skills - Ability to calm down emotions (self and customers‘) and focus on issue resolution - ITIL Foundation certification or COBIT - Project Management Experience - Good IT overview - Awareness of finance (cost) control | |||||||||||
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| Additional information We would like to kindly ask you, for smoother processing of your application, to state in "Additional remarks" field earliest possible date you can join IBM Delivery Centre CE Brno site. Please be aware we work in 24/7 shift environment (including nights, weekends and holidays). | |||||||||||
| IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. | |||||||||||
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Service Delivery Manager - 3rd level support - English language
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