IBM Service Manager in CAPE TOWN, 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.This role ensures client needs are satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfactionThey build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW)They work with the Project Office and delivery organization as a primary point of contact for client requirements and expectations with regard to assigned IBM team operationsThey manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organizationThey manage IBM resources and coordinate client resources to deliver services and solutions to support the client organizationThey support the Project Executive (PE) in identifying growth opportunities and contract profitabilityThey own quality for service provided by the delivery organization and are responsible for tracking and reporting on service level performanceCollaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management.Act as lead of Service Management Team and ISM Processes for an given account or set of accountsAct as escalation point for Service Management Process and Resources on the AccountBridge gaps between delivery teams to help drive rapid recovery during major incidentsUse specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.Act as escalation for Problem Management to Delivery Line Management if RCAs are not meeting the required quality on consistent basisWork with Incident / Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quicklyLead trending / process improvements – reduction in overall Incidents, failed changes

Requirements:

  • Experience in operations, VMware environment, with Linux experience preferred, with SAP environment experience preferred

  • Experience, in server management, nw management, security

  • Knowledgeable of Service Management (ITIL) as applied in DC Operations - incident, problem, change/release, availability, capacity and performance

Domestic Delivery