IBM Service Delivery Manager in JOHANNESBURG, South Africa
Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era. Join us and be part of a diverse and global team of thinkers and doers, and make an impact. IBM will provide a Service Delivery Manager (SDM) who will provide a proactive approach in assisting the client to improve the IT availability by working with the client support teams to attain high levels of system availability and stability. The SDM will assist the client to identify maintenance and support related trends through analysis and review of incidents and to develop proactive improvement plans to reduce the impact. The Service Delivery Manager provides leadership, management and technical insight/overview to members of the Support team. The Service Delivery Manager is responsible for the overall satisfaction of the the client with all aspects of maintenance and services provided by IBM as defined in the SOW.The Service Delivery Manager is responsible for communications with the clients management and for creation of monthly performance reports and action plans when performance falls below expected objectivesThe Service Delivery Manager will be responsible for:Create and maintain the IBM TSS Support Plan as per Section 3, Service Delivery Governance below. Drive actions to improve customer satisfaction with IBM service deliveryAct as the IBM single point of contact (SPOC) for the services delivered by the IBM support teams;Attend weekly meetings with client, their delivery teams and third parties as agreed;Act as the single point of contact for new IMAC service requests;Manage the procedures, processes and IBM hardware and software support service delivery teamsHelp manage change activities as per the agreed Change Management Procedure documented in the Support Plan;Manage the overall Service delivery as defined in this SOW and agreed and documented in the support plan;Provide monthly SLA performance reports (analysis, recommendations, continuous improvements);Coordinate IBM delivery resources to achieve the agreed Service Levels; Interlock with the IBM service delivery team to review and agree actions for improvement initiatives
Technical Qualification5years experience in a Service Delivery Role
Global Compentency Center (TSS)
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.