IBM Technical Support Delivery Leader in ZAGREB, Croatia

IBM Technology Support Services’ (TSS) mission is to become the largest and most successful provider of Multi-vendor technical 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 Multi-vendor technical support Delivery Leader 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

  • Provide overall local business, operational and personnel leadership across multiple MVS Technical Support teams, 
including teams supporting Networking and Storage products.

  • Work seamlessly with Global Domain Leader, Global Delivery Enablement & MVS Competency Leaders, IOT MVS Domain Leaders and Technical Competency Leaders to meet defined business goals.

  • Provide local leadership and day-to-day management support for growing team of Managers and Employees:

Partner with Global Delivery leaders and SCIC leadership team on checkpoint assessments and career development plans

  • Coach / support development of local team

  • Drive best practices on employee engagement and retention

  • Drive consistency in HR practices across teams working with global leaders and HR team

  • Lead financial and operational cadence for missions supported and partner with Zagreb CIC and Domain financial and
operations teams to assure clarity of financial planning, risks and opportunities.

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

  • Build organizational resilience and procedures to assure success of our businesses in ZCIC and comply with business controls

  • Build shared work models within Domain teams and identify and implement best practices on shift rotations and work life
practices for ZCIC team.

  • Drive consistency in operation metrics across teams working with Global Delivery Leaders.Support major transformation project initiatives including assessment, pilot and deployment of new automation tools
and identify new opportunities.

  • Act as advocate for ZCIC and actively seek new mission / growth opportunities for the center, our employees and our business
based on client and business value.

  • Drive analysis and corrective action plans related to client issues - working with ZCIC technical teams and Global Delivery Leaders
and in some cases act as leadership focal point and spokesperson back to client for major issues.

  • Drive technical vitality and assure that skills roadmaps and training plans in place to assure that skills in ZCIC teams remain current.

  • 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

  • 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

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.

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

  • Strong data communications related technical background

  • Microsoft Office advanced user skills

  • Excellent presentation/communication skills

  • Leadership, organization & planning skills

  • Excellent English verbal & written skills and 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

  • Outstanding client facing skills

  • Excellent interpersonal skills

  • Highly motivated team player & 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

  • Problem solving with a high degree of analytical ability

  • Positive approach to change/ability to promote new ideas

Domestic Non-Delivery