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IBM Service Planning - MVS / Retail SME in Philadelphia, Pennsylvania


At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

IBM seeks to hire an SME / Individual Responsible to implement the overall maintenance service philosophy for Point-Of-Sale and the Retail family of products, and to ensure consistent service design direction for all products of that family. The interface between service delivery planning and all other functions/divisions regarding service matters associated with the product family. Incorporate updates and revisions as necessary to ensure that service philosophy is consistent with the current technology and maintenance environment. Maintain a constant awareness of the validity of current service philosophy by obtaining results of serviceability reviews and product performance analysis data. Explains the intent of service strategy to all affected locations to ensure full understanding and proper implementation. Interface with Global Service Planning to ensure that design development is consistent with the overall service philosophy. Acts as a technical staff consultant for local and remote service delivery planning management for assigned product families. Exchanges information, expert technical advice, and opinions concerning the product family and overall service philosophy. Maintains awareness of the assigned platform financial performance and assures all elements of the service delivery planning process are optimized for the lowest cost, and highest service delivery quality and customer satisfaction. Assume additional responsibilities as assigned.

The individual in this role collects regional/geography needs and requirements (including national language-specific requests). Validates Service Delivery Plans GPSE has provided, including parts planning, education, service documentation (support kits). Initiate skills transfer. Defines geography Service Cost Estimate (SCE) to input for MA price setting and the forecast of MA revenue, GP, Loyalty to match brand objectives and service competitiveness for HW products or the similar for SW products. May work with Product-related Offering representative when necessary to advise on establishing Ts & Cs, pricing matrix, establishing and deploying processes to support the offerings (channel, direct, special bid). Tracks Product support performances (Hardware or Software), including Warranty and MA revenue for HW products and Support Line for SW products or pillars, GP, loyalty, parts consumption, ServicePacs, skills, whether it is at geography or region/country level. Identifies and resolves weaknesses in service delivery such as skills (education), tools and facilities, support processes, service plans. May be involved in special bids to validate the business opportunities. Monitors and reports region/geography results to promote Best of Breed practices. The individual in this role is responsible for a selected product/set of product offerings within a tower or pillar in the region or geography where they work. They ensure ISD or IPD process is followed from requirements to the announcement for the products under their responsibility, or for OEM, perform many of those process steps while engaged with vendors. SPRs have

prime linkage to global product support teams, brand engineering/manufacturing, OEM vendors, or field operations teams, depending on assignment.

Required Technical and Professional Expertise

  • 10 Years Experience - Executive level for MVS Service Planning Organization

  • Effective communication and written skills

  • Strong People Skills

  • Excellent critical thinking and advanced analytical skills

Preferred Technical and Professional Expertise


About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

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.