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At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
Position Summary and Responsibilities: Leads service delivery team on a small contract to medium size contract or on a segment of a large contract as part of a team. Provides single point of contact to the PE or Lead DPM for service delivery. Must meet customer satisfaction / service level agreement targets for contract. Ensures continuous and effective services are provided based on the contract terms and conditions. Identifies areas where continual improvement can be applied. Participates in leading the service delivery team for service delivery financial / cost management by ensuring resource commitments are met, continual productivity initiatives are implemented, and creative cost reduction solutions are identified and implemented. Ensures assigned work meets contract cost objectives and Service Level Agreements. Participates in IBM Global Knowledge sharing and management which is key to IBM's success. Participates in the creation, harvesting, protection, and reuse of IBM's Intellectual Capital. Individuals will participate actively in knowledge sharing activities like communities of practice, forums, conferences and/or other knowledge exchanges. Assumes additional responsibilities as assigned.
Skills Environment: Develops an understanding about the account's strategic direction as it relates to function and business unit. Participates in and supports tactical service delivery account plan. Leads service delivery team on small contract to medium size contract or on a segment of a large contract as part of a team. Understands customer requirements and assists in setting program objectives. Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management. Assists with service delivery Crisis Management. Effectively meets commitments, able to identify issues and recommends appropriate trade off decisions.
Communication / Negotiations: Works with team members to articulate and provide alternative solutions for implementing contract objectives. Negotiates with team members, suppliers, and vendors on schedules for delivery of services. Develops an understanding of the customers organizational structure. Must be able to effectively communicate resource needs and contract issues with DPM / business unit management to negotiate appropriate service delivery resources. Participates in negotiations with PE / Service Delivery Personnel on financial interlock and continual cost improvement on an annual basis during Fall Plan and on an ongoing basis for new business, contract addendum, scope changes, and cost challenges. Problem Solving: Working with IBM team and customer, able to identify business requirements, assists with developing / validating technical solutions for proposals, understands scope of work, creates / reviews cost factors for responsible area, and participates in technical QA performed for assigned area. Applies current service delivery processes, procedures, disciplines, and tools. Ensures continuous and effective services are provided based on the contract terms and conditions. Identifies problem situations, risk factors, and assists with the implementation of actions to ensure contract objectives are met. Analyses simple project related problems and assists with creation of innovative solutions. Contribution / Leadership: Obtains some knowledge of the customer's strategy, objectives, business drivers, industry, and competition. Ensures assigned work meets contract cost objectives and Service Level Agreements. Understands IBM Business Unit Strategy and applies this knowledge to the delivery of services in support of the customer's environment. Exhibits leadership qualities interacting with individuals, teams, Lead DPM / PE's, and customers, as needed. Engages in teamwork and able to provide some direction / assistance to team members, other DPM's, suppliers and subcontractors. Works with Lead DPM / PE / Customers, vendors / suppliers, and subcontractors in support of business opportunities. Able to identify the need for resources and works with the appropriate IBM organizations / management to acquire needed resources. Understands the contractual terms and conditions, processes to negotiate contracts and IBM legal policies / procedures. Impact on Business / Scope: Assists to manage all IBM contract service deliverables and ensures adherence to the contract terms and conditions, and service level agreements. Understands and uses the tools / processes used to track and control the service delivery performance of the small/medium contract. Performs activities to ensure service delivery customer satisfaction objectives are met. Participates in managing and implementing Business Controls, methods, tools and processes which include System Management Controls, Requests for Service, and Program Change Requests, and ensures documentation is audit ready.