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The International Business Machines Corporation (IBM) is an American multinational technology and consulting corporation, with headquarters in Armonk, New York, United States. IBM manufactures and markets computer hardware and software, and offers infrastructure, hosting and consulting services in areas ranging from mainframe computers to nanotechnology. ...
| Job description |
| This role is the primary contact between the DPE(Delivery Project Executive) and delivery support organization. They are an integral part of the account planning and delivery support strategy. They support the DPE and/or PE(Project Executive) as the service delivery advocate. They proactively monitor the problem and change process and manage problem and change issues and alerts as needed. They work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business. They help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They lead and direct the delivery team with direction from the DPE/PE and may be assigned to one or more accounts depending on their size and complexity. They monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner. Responsibilities include:- Provide DPE/PE single point of contact and be the advocate between Service Delivery and the DPE/PE/Customer- Manage cost including annual interlock plan negotiations between service delivery and the DPE/PE- Ensure positive customer satisfaction and customer relationship is maintained- Manage delivering to contract performance standards and client measurements- Drive/Manage service quality and improvement of service delivery processes- Participate in the cost/recovery management with the DPE/PE- Continually identify ways to reduce cost delivering the services and improve service- Deliver on service commitments- As directed by the DPE/PE, drive/manage subcontractors/third party providers- Participate in Technical proposal preparation and submit to DPE/PE for review and approval- Participate in account plan/strategy- Understand customer requirements and business opportunity/requirements identification, guidance, support and closure- Provide technical support and participate in the Change Control Board and/or change control process- Provide account leadership/direction and technical support- Participate in response to RFS's on behalf of the delivery organization- Drive/participate and coordinate audit readiness and compliance for delivery- Drive/participate and coordinate crisis management |
Required
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Preferred
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| Additional information (Partially) take on responsibility of the current IT Director function as it is relevant to delivery Establish an organisation that is managed and controlled by IBM Ensure alignment of the local delivery unit with requirements from the wider solution Ensure sustainability of changes brought in by the IBM programs (processes, tools, solution transformation etc.) Introduce and enforce IBM delivery mode of operation into the local team Be primary local contact for employees and the wider IBM Identify critical skills and ensure retention, skills management etc. |
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