Position SummaryThe Service Level Management SME is the lead role for the negotiation, validation and execution of Client Services Levels. This is a client-facing role with multi-million dollar exposure.The SME is accountable for negotiating service levels with new customers during the bid and proposal phase and acts as the key advisor to the account to ensure IBM will be able to meet its Service Level commitments. During T&T the Service Level Management SME is accountable for developing and delivering the Service Level Catalogue. This defines all the Service Levels in detail, including how they are measured, roles and responsibilities, automation, frequency and penalties. During T&T the Service Level Management SME also will act as trusted advisor to the account and transition to the “BAU Service Level Manager” for the account.To provide context, the position description of Service Level Management SME describes a role of delivery of service level management across the full scope of SMDC services – engagement, transition and support of service level managers on accounts. Service Level Management is a mandated requirement for the delivery of every account.Given the financial implications to IBM and its customers, the Service Level Management SME has a background as either a Lead DPE, or a BAU Service Level Manager (or preferably: both).
Key responsibilities:- Provide leadership for service level management on all accounts.- Lead and/or deliver transition of service level management on new accounts.- Lead and/or deliver service level management reviews for new bids.- Lead and/or deliver service level management components of engagement acting as an integral team member, providing guidance at all levels of an engagement team.- Provide advice to/consult with IBM personnel and clients on service level management.- Provide leadership and advice on remediation of service level issues.- Engage as a leader of service level management to provide decisive advice within the IBM organisation- Participate/lead in the worldwide service level management community.- Lead virtual teams engaged in service level management.- Provide process leadership for service level management.- Oversee the collection of service level management data within SO Delivery for local and AP reporting.- Engage in the development and assessment of worldwide service level management data.- Engage in QA of service level management components of bids and consult on development of QA with regards to service level management.- Co-ordinate the allocation of workload to Service Level Management SMEs in conjunction with the team manager.- Identify and develop new service level measurement methodologies on large or complex bids/accounts.
Preferred Experience:- DPE experience
Associate's Degree/College DiplomaAt least 7 years experience in Experience on Service Delivery ManagementEnglish: Fluent
Client Innovation Center (CIC)