IBM Service Delivery Manager in CYBERJAYA, Malaysia

Responsible for service delivery management and coordination across multiple platforms and functions.ResponsibilitiesIn relation to a nominated/assigned account, take responsibility for the following:- Provide DPM with single point of contact and be the advocate between Service Delivery and the DPM/PE/Customer.- Assist with management of costs including annual DOU/interlock plan negotiations between service delivery and the DPM.- Contribute to positive customer satisfaction and customer relationship.- Manage delivering to contract performance standards and client measurements.- Drive/Manage service quality and improvement of service delivery processes.- Participate in the (O)/U cost/recovery management with the DPM/PE.- Manage and coordinate problem and change across the delivery organisation.- Continually identify ways to reduce costs delivering the services and improve service.- Deliver on service commitments.- As directed by the DPM, drive/manage subcontractors/third party providers.- Participate in Technical proposal preparation and submit to DPM for review and approval- Participate in account plan/strategy.- Understand customer requirements and business opportunity/requirement 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 the response to RFS’s on behalf of the delivery organization.- Drive/participate and coordinate audit readiness and GSD331 compliance.- Drive/participate and coordinate crisis management.

Good communications skills, customer management, leadership, business accumen, financial management.

Client Innovation Center (CIC)