Service Delivery manager

Job description

IBM Venezuela is currently looking for a Service Delivery Manager.

This role is responsible for delivery excellence, customer relationship management and client care. Will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees.

Responsibilities

To coordinate all resources of the tower
To orchestrate end-to-end-services for the BU
Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable
Ensure that account specific processes are applied at all relevant scope
Evaluate and manage service requests
To drive completion of service acceptance, technical assurance and handover processes Being the POC in case of escalations & major incidents
Act as the next level of escalation for tower specific technical teams for all service mgmt. processes
Ensure that the Root Cause Analysis for the tower specific services are performed
Raise problem records whenever identified

Auto req ID

200693BR
Required Education

Bachelor's Degree
Role ( Job Role )

Computer Operator
State / Province

MIRANDA
Primary job category

Technical Specialist
Company

(0148) IBM de Venezuela, S.C.A.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

CARACAS
EO Statement

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.
Required Technical and Professional Expertise

Qualifications

College/University degree in IT or 5 - 7 years of equivalent working experiences
Portal, virtualization, application database or hardware knowledge
Solution Architect 3 -5 years, ITL Foundations, Project Management
CRM Experience
Experience in Hardware and Software Migration is an asset
To implement relevant policies and standards including compliance against security policies
Act as a safeguard so that operating tasks are successfully managed along the contract lifecycle phases
To attend or host service reviews and undertake the appropriate actions
To gain understanding of client, contract, business context, and priorities of account
Ensure that the defined processes defined are being followed within the towers
Country/Region

Venezuela
Preferred Technical and Professional Experience

NA
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

NA
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire