Service Delivery Manager

At IBM, our Project Managers excel by leading and coordinating a project team's overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!

Your Role and Responsibilities

Please note that this is an internal only position and limits candidates to current regular IBMers of the same employing entity / company as the posted position.

The Service Delivery Manager is a management position responsible for leading and managing a team of Technical Agents and Lead Technical Engineers 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
Remote work is not possible.

Required Professional and Technical Expertise
Same as above

Preferred Professional and Technical Expertise
Same as above

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM
What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ 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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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