IBM Delivery Project Executive in BANGKOK, Thailand
Position Summary and Responsibilities:
Leads service delivery team on a small to medium size contract or on a significant segment of a large contract as part of a team. Provides single point of contact to the PE or Lead DPM for service delivery. Must meet client satisfaction / service level agreement targets for contract. Ensures continuous and effective services are provided based on the contract terms and conditions. Identifies and drives areas where continuous improvement can be applied. Provides leadership to service delivery team for service delivery financial/cost management by ensuring resource commitments are met, continuous productivity initiatives are implemented, and creative cost reduction solutions are identified and implemented. Works closely with the Lead DPM PE to obtain an understanding of competitive challenges and uses this information to decide when changes to the service delivery of the contract are required. Obtains knowledge of the client's strategy, objectives, business drivers, industry, and competition. Ensures assigned work meets contract cost objectives and Service Level Agreements. Creates and maintains business relationships with the client organization striving to earn trust and confidence.
Participates in IBM Global Knowledge sharing and management which is key to IBM's success. Participates in and responsible for the creation, harvesting, protection, and reuse of IBM's Intellectual Capital. Individuals will participate actively in knowledge sharing activities like communities of practice, forums, conferences and/or other knowledge exchanges.
Assumes additional responsibilities as assigned.
Develops an understanding about the strategic direction of the account as it relates to function and business unit. Participates in, and supports, the tactical service delivery account plan and participates with the PE in strategic account planning, as appropriate. Understands client requirements and assists in setting program objectives. Learn and participate in IBM selling techniques to identify business opportunities with the client. Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management. Performs service delivery Crisis Management, maintains an audit ready posture and meets all business control requirements. Manages global delivery resources and services, if applicable. Effectively meets commitments, able to identify issues and recommends appropriate trade off decisions. Must have a working knowledge of the current Project Management Methodologies (WWPMM), processes, and tools.
Communication / Negotiations:
Offers advice to others and works with team members to articulate and provide alternative solutions for implementing contract objectives. Negotiates with team members, suppliers, and vendors on the schedules for delivery of services. Manages contract transition and change during start up and also for addendum work. Works closely with the Lead DPM PE to obtain an understanding of competitive challenges and uses this information to decide when changes to the service delivery of the contract are required. Develops an understanding of the client's organizational structure. Able to provide guidance to less experienced team members to ensure the right level of information is provided to the client / PE. Must be able to effectively communicate resource needs and contract issues with lead DPM / business unit management to negotiate appropriate service delivery resources. Effectively negotiates with PE / Service Delivery Personnel on financial interlock and continuous cost improvement on an annual basis during Fall Plan and on an ongoing basis for new business, contract addendum, scope changes, and cost challenges.
Works with IBM team and client to identify business requirements, develop / validate technical solutions for proposals, understand scope of work, create / review cost factors for responsible area, and assure technical QA (Quality Assessment) performed for assigned area. Applies current service delivery processes, procedures, disciplines, and tools. Ensures continuous and effective services are provided based on the contract terms and conditions. Identifies areas where continuous improvement can be applied. Identifies problem situations, risk factors, and implements actions to ensure contract objectives are met. Analyzes new and complex account related problems and facilitates creation of innovative solutions.
Contribution / Leadership:
Obtains knowledge of the client's strategy, objectives, business drivers, industry, and competition. Ensures assigned work meets contract cost objectives and Service Level Agreements. Understands IBM Business Unit Strategy and applies this knowledge to the delivery of services in support of the client's strategy. Exhibits leadership qualities when interacting with individuals, teams, Lead DPM / PE, and clients. Is a team player with the ability to provide direction / assistance to team members, other DPM's, suppliers and subcontractors. Works with Lead DPM / PE / Clients, vendors / suppliers, and subcontractors to drive business opportunities. Able to identify the need for resources and works with the appropriate IBM organizations / management to acquire needed resources. Understands the contractual terms and conditions, the processes to negotiate contracts and IBM legal policies / procedures.
Impact on Business / Scope:
Manages IBM contract service deliverables while ensuring adherence to the contract terms and conditions, and service level agreements. Understands and uses tools / processes to track and control the service delivery performance of the contract. Performs activities to ensure service delivery client satisfaction objectives are met. Effectively manages and implements Business Controls, methods, tools and processes which include System Management Controls, Requests for Service, data security and privacy and Program Change Requests, and ensures documentation is audit ready.
Required Technical and Professional Expertise
Preferred Tech and Prof Experience
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.