What do you think of when you hear IBM? Mainframes? Hard drives? The Personal Computer?
We don’t sell tabulating machines, laptops or intel servers anymore. We’re a new IBM, and possibly not like you imagined. For a start, we use MAC’s (yes, really!), and our leaders wear jeans. We apply design thinking and have the post-its to prove it. We enable startups to grow, and are transforming healthcare – we’re even curing disease! We are defining the cognitive era. And this is just the beginning. What can YOU do with IBM?
This SIL will manage the day to day delivery of service for one of IBMs key client accounts; cost, supplier management, service level attainment, delivery quality, task management for the account team and delivery.
What will I be doing?
As the SIL you will be responsible for acting as the primary contact between the DPE and the delivery support organization. You are responsible for coordinating the scope of one or more integrated delivery pools for both the client and the account team and support the DPE and/or PE as the service delivery advocate.
You will proactively monitor the Problem and Change process and manage issues and alerts as needed. Ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost-efficient manner and lead and direct the integrated delivery pool(s) with direction from the DPE/PE. You will monitor and manage Service Level performance and report potential exposures in a timely manner.
What skills will I need?
This position requires a mix of technical, business, program (i.e.: Problem and Change Management) and Project Management (PM) skills:
Expert knowledge of HPaaS environment is essential to your success in this role
Applied knowledge and understanding of the ITIL disciplines within a commercial environment
IT Experience with IBM or external Customer facing roles, IT Project Management
Applied knowledge of financial and business controls and IT Solutioning processes and operations
Experience of delivering IT Services from a Delivery Center
Applied Knowledge of contract construction and terminology
Working level technical understanding of all services supported within the delivery tower.
What experience will I need?
We are seeking highly skilled individual with an extensive Service Integration background, ideally gained in a banking environment.
A strong technical background and expert knowledge of the HPaaS environment end to end is essential
Excellent client relationship skills with the ability to advise, guide, lead and nurture through complex technical issues and projects
Experience collaborating with Major Incident Manager for resolution of Major Incidents of complexity or long duration
Solid Change and Problem Management experience in a highly complex technical environment
If you have the skills and experience outlined above and are looking for you next challenge in the HPaaS space, apply today.
Required Technical and Professional Expertise
Preferred Tech and Prof Experience
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.