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 requirements.
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