IBM Delivery Project Executive in CYBERJAYA, Malaysia

This role ensures client needs are satisfied by constructing partnerships between the PE/ Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive client satisfaction. They build account satisfaction through formulation, development, implementation, and delivery of technical and business solutions as specified in the contract or Statement of Work (SOW). They work with the PE and delivery organization as a primary point of contact for client needs, requirements and expectations with regard to assigned IBM delivery team operations. They provide account leadership to the service delivery team to develop program, project, product, and business strate-gies, implementing resulting solutions to meet contract deliverables. They manage cost, schedule, and service deliverables as they relate to the delivery organization. They support the PE in identifying growth opportunities and contract profitability. They own service delivery quality and are responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs)Primary Responsibilities:-- Single point of contact for the Country Exec and Account PE/DPE for the Account in Delivery Centre-Ensure positive Client satisfaction and Client relationship is maintained-Conduct monthly account performance review with customer· Ensure / Manage communications on day to day service operations are delivered to customer based on ITIL framework· Manage delivering to contract performance standards and client measurements(SLA/KPI)-Responsible for driving efficiency ,cost management and Service Improvements for DC.· Drive/Manage service quality and improvement of service delivery processes· Continually identify ways to reduce cost delivering the services and improve service· Participate in account plan/strategy· Understand customer requirements and business opportunity/requirements identification, guidance, support and closure· Provide technical support and participate in the Change Control Board and/or change control process· Provide account leadership/direction and technical support- Participate in response to RFS's on behalf of the delivery organization· Drive/participate and coordinate audit readiness· Drive/participate and coordinate crisis management· Availability Management - Ensure services are available as per agreed SLA's· Continuously identify Process Improvements to ensure that the practices processes are aligned to Global Delivery practices.· Must possess strong process knowledge on Incident Management· Stand as SPOC for Sending Account team and respond/communicate proactively· Deliver on service commitments and participate in account plan/strategy· Provide leadership and direction to Delivery teams ( preferably with Middleware or Platform skills)· Ensure continuous communication & coordination with client in the event of Sev 1 or Major Incident· Drive/Manage Crisis Management· Plans , facilitates & coordinates delivery improvement measures (SIPs)· Drive/Manage service quality, performance, and improvement of service delivery processes· Monitors service-delivery performance with established governance· Facilitates Business Continuity for the account during regional/ location outages· Ensuring seamless communications between sending & receiving geo teams· Participate in the Change Control Board and/or change control process as required

• working experience in the respective Service Line (Competence) or on a Account Management position• At least 2 years experience in process analysis tools, statistical software, performance behavior charts and spreadsheets, and knowledgeable on groupware desktop technology

Client Innovation Center (CIC)