Service Delivery Manager with English/German/French

Job description

Your future made with IBM

IBM Client Innovation Center Wroclaw & Katowice
is now hiring experienced professionals

Experience new and diverse professional challenges. Take your career further with IBM's Client Innovation Center Wroclaw & Katowice in Location. Be part of a multicultural team that helps our clients to transform how their IT services are delivered. You will discover a friendly team-focused environment: an inspiring workplace that provides an open and collaborative culture. Enjoy varied and challenging work - and grow your expertise through training and career development tailored to you. Shape your future by joining a global team that has driven client success for more than 100 years.

What will you make with IBM?
This role is one of the leading Account Management positions. It applies to the internal/external customers. Employees in this role manage the service and work together with the Lead SDM/DPE to provide serve. Candidate manages the delivery of service to the account as defined in the mutually agreed scope, which may include managing contracts, SLAs, cost models and relationship with customers, as well as reporting. Candidate leads and directs the delivery teams to ensure the contracted services are delivered as per agreements. The Service Delivery Manager (SDM) drives projects and participates in Incident, Problem and Change management. Candidate ensures quality of service and manages costs of delivery by proactively finding better ways to provide service in a cost efficient manner. Additionally the SDM monitors and manages Service Level performance and reports potential exposures in a timely manner.

Main activities include:
·  Management of relationship with customers
·  Responsibility for service delivered for customer according to contract
·  Definition, establishment, quality, compliance and continuous improvement of delivery processes and development of Best-Practices, delivery models
·  Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, as well as the responsibility for customer's satisfaction
·  Drive resolution of customer escalated problems with Service Support Management/Delivery Organisation as required
·  Problem and Change, compliance, contingency and release management
·  Provide Service Management representation for Major Incidents and Severity 1s incidents as required
·  Provide communication in order to assure Major Planned Change of Service
·  Provide Availability Management support
·  Service Reporting (internal and to the customer) in accordance with the contract
·  Control of budget (project expenses, indirect expenses, etc.)
·  Continuous efficiency increase, project expenses reduction and optimisation of Service
·  Interlock with Projects with decommission elements and manage decommissions
·  Project-oriented leadership of customer teams from different locations
·  Escalation authority concerning prioritization
·  Assistance in the preparation of audit associated projects and plans
·  First escalation point for the customer
·  Support drive of profitable revenue growth
·  Continually identify ways to reduce costs of delivering the services
·  Participation in the 24/7 on-calls duties Requirements:
·  Understanding of Service Management environmen
·  Understanding of the ITIL disciplines within a service environment
·  Minimum 2 years of experience in IT business
·  Technical background in IT network environment
·  Experience in managing relationships with customers
·  Effective communication and drive to management
·  Fluent English and German or French
·  Advantages: ITIL Certified, Experience in managing teams/Project Management and additional languages Additional Benefits:
·  Trainings and certifications
·  Private medical package and insurance package
·  Multisport Card
·  Working on international projects in multicultural teams
·  IBMer discounts
·  Cinema & trips for IBMers
·  Language classes
·  Summer camps for children
Auto req ID

78425BR
Country

Poland
Required Education

Bachelor's Degree
Role ( Job Role )

Service Availability Manager
State / Province

DOLNOSLASKIE
Primary job category

Technical Services
Contract type

Regular
Employment Type

Full-Time
ERBP

Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

WROCLAW
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

No
Skill-keywords

Service Management
Account Management
Delivery Management
Change Management
Problem Management
Incident Management
Dut
Service Delivery Manager
Country

Poland
Preferred Technical and Professional Experience

No
Secondary Job Category

Other Technical Services
Eligibility Requirements

No

New Collar Role

Yes