Capacity and Service Level Management

Job Description
Capacity Management Professional

Develops and maintains resource capacity levels that meet current and future business demand, aligning capacity to business strategies and supporting operational targets. Supports Resource & Capacity Management (R&CM) input to Fall Plan, Sourcing Models, and Financial Interlocks, with the goal of ensuring capacity is available and optimized, and Capacity Plans are properly executed. Maintains and reviews status of resource gaps and excesses, and makes recommendations to the business to drive improvements. The employee focuses on individual/team/department/ operational objectives.


Professional knowledge related to incumbent's department or function.

Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.

Problem Solving:
Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and
improve or develop complementary adjustments /solutions.


Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.

Impact on Business/Scope:

Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.

Experience required: 5 years

Must have requirement

  • Understand IT Service Management
  • Has ITIL Foundation V3 Certification
  • Has knowledge in capacity management and service level management and having capabilities in calculating, measuring, and reporting SLA's

Required Technical and Professional Expertise

  • 10 Years of Experience as Capacity Management Specialist for Telecommunication Industry
  • Fluency in English

Preferred Tech and Prof Experience

  • NA

EO Statement
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.

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