Service Manager at IBM

Job Description

• This role ensures client needs are satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfaction
• They build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW)
• They work with the Project Office and delivery organization as a primary point of contact for client requirements and expectations with regard to assigned IBM team operations
• They manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organization
• They manage IBM resources and coordinate client resources to deliver services and solutions to support the client organization
• They support the Project Executive (PE) in identifying growth opportunities and contract profitability
• They own quality for service provided by the delivery organization and are responsible for tracking and reporting on service level performance
• Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration
• Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management.
• Act as lead of Service Management Team and ISM Processes for an given account or set of accounts
• Act as escalation point for Service Management Process and Resources on the Account
• Bridge gaps between delivery teams to help drive rapid recovery during major incidents
• Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.
• Act as escalation for Problem Management to Delivery Line Management if RCAs are not meeting the required quality on consistent basis
• Work with Incident / Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly
• Lead trending / process improvements – reduction in overall Incidents, failed changes

Desired Skills and Experience
Requirements:

• Experience in operations, VMware environment, with Linux experience preferred, with SAP environment experience preferred
• Experience, in server management, nw management, security
• Knowledgeable of Service Management (ITIL) as applied in DC Operations - incident, problem, change/release, availability, capacity and performance

Additional Information

Domestic Delivery