IBM Team Delivery Manager in ZAGREB, Croatia

IBM Technology Support Services (TSS) mission is to become the largest and most successful provider of Multi-vendor technology support services in the world.

Our Multi-vendor Support (MVS) Client Innovation Center (CIC) in Zagreb, Croatia is building a trans-disciplinary team of L1 and L2 network support specialists tasked with supporting our clients in any IBM country worldwide.

The Team Delivery Manager is a management position responsible for leading and managing a team of network engineers, senior network engineers and technical leads in a support center environment.

Main Responsibilities

  • Supervise and coordinate daily/weekly activities, resource allocation and operations of the team

  • Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources

  • Assume management responsibility and delivery for the team, including adherence to all manager responsibilities associated with support delivery processes

  • Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions

  • Create business policies and operational guidelines as per the need

  • Resolve service and team/employee issues and set long term development plans

  • Define and document career plan for the engineers to facilitate the development of technical talent through a structured program aligned with the current and future business needs

  • Responsible for delivery of highly visible services that contribute significantly to the achievement of customer satisfaction, cost, expense and other business objectives

  • Lead and direct the team to achieve/exceed KPI’s and SLA’s

  • Develop deep understanding of the team KPIs and factors that impact them. Analyze reports, develop and implement necessary improvements, measure the outcomes.

  • Work with the team in providing coaching, mentoring and address team’s performance to prepare the team to consistently meet or exceed customer expectations

  • Manage and take ownership of escalated customer situations following defined management processes

  • Recommend innovative ways to improve productivity and reduce costs

  • Take new actions within & across teams, to improve quality and share best practices

  • Collaborate across multiple teams for process improvements and standardization

  • Act as a catalyst to drive adherence to all aspects of the support delivery processes

  • Administer IBM Human Resource processes in an effective and quality manner

Additional information

This is an excellent opportunity to lead in a fast growing team in the IBM’s Client Innovation Center and contribute to the future success of TSS and IBM.

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.

  • Management or Team Lead experience in a Support Center environment, preferably in IT, Networking or Telecommunications industries

  • Strong data communications related technical background

  • Microsoft Office (Excel, PowerPoint, Word) advanced user skills

  • Excellent presentation and communication skills

  • Leadership, organization, and planning skills

  • Excellent English verbal and written skills and the ability to communicate with customers and staff at all levels

  • Decision making under difficult circumstances.

  • Flexibility and ability to deliver in demanding and changing circumstances

  • Excellent interpersonal skills

  • Highly motivated team player and leader

  • Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today’s competitive market

  • Positive approach to change and ability to promote new ideas/innovation

  • Highly motivated team player and leader

Domestic Non-Delivery