Service Delivery Manager - Cyberjaya, SGR

Job Description

IBM is creating a smarter planet. Everything from saving energy and maximising water efficiency, to large scale city infrastructure and streamlining business processes. It’s all on the agenda, and it’s all being revolutionised to create a better place for us all to live, work and play. Change on that scale requires innovation. Constant innovation that challenges and creates. Innovation that improves.It’s this sort of innovation that has driven IBM to establish a global delivery centre in Cyberjaya. This delivery centre will provide the highest possible levels of service to clients, using the most advanced technology possible, all delivered by the best people. And that’s where you come in.Right now, we are looking for Service Delivery Manager (SDM), who will be responsible for deploying software applications in packages to help clients maintain a stable desktop environment.

Role Description

This role is the primary contact between the Delivery Project Executive and delivery support organization. They report to Sr DPE/DPE and is responsible for leading and directing the delivery team with direction from DPE and may be assigned to one or more accounts depending on their size and complexity. They pro-actively monitor the problem, change process of the account, and manage problem and change issues and alerts as needed. SDMs help to ensure quality of service maintained and manage cost of delivery by looking at better ways to provide service in a cost efficient manner.

Primary Job Responsibilities:

*Provide the DPE single point of contact for delivery and be the advocate between Service Delivery and the Customer

*Provide leadership and direction to Delivery teams

*Handle Operational Issues related to delivery center

*Provide technical support and participate in the Change Control Board and/or change control process

*Drive/participate and coordinate crisis management

*Ensure continuous communication & coordination with client in the event of a high focus incident/ major incident along with ensuring seamless communications between customer & the technical resolver groups

*Participate in response to RFS’s on behalf of the delivery organization

*Participate in account plan/strategy

*As directed by the DPE/PE, drive/manage subcontractors/ third party providers

Focus on Delivery Quality:

*Drive/ manage service quality, performance – own service quality for service provided by the delivery organization

*Monitors service-delivery performance with established governance

*Plans, facilitates & coordinates service improvement measures (SIPs)

*Participate in technical proposal preparation and submit to DPE/Customer for review and approval

Focus on Efficiency:

*Drives productivity in coordination with service lines

*Continually identify ways to reduce cost delivering the services and improve service

Compliance:

*Drive/participate and coordinate audit readiness and GSD331/ISeC compliance for delivery

*Experience and understanding of IBM Internal business controls as well as those standards relating to any customer contracts or agreements. E.g. CIRATS, CWP, etc.

*Must have demonstrated a good understanding of account business controls requirements (e.g. GSD331/ISeC, Process compliance).

*Client Satisfaction for Service Delivery:

*Understand client requirements, business opportunity identification, guidance, support and closure

*Own service quality for service provided by the delivery organization

*Ensure continuous communication & coordination with client

*Drives productivity in coordination with service lines

*Review CHIP tool report & prepare G2G plan if required

*Device action plan based on CSAT report

*Ensure positive client satisfaction and client relationship is maintained for service delivery

Required Technical and Professional Expertise

Required:

• IT Service Management

• ITIL (Infrastructure Library) Service Manager

• Distributed Client Services

• Problem and Change Management

• Process Management

• Project Management & Budget Planning

• Quality Assurance

• People management / Leadership

Pre requisites for the role

• 8 to 10 years of IT Experience out of which 4 years of hands on Service Delivery experience in  • Infrastructure domain is a must

• Service Delivery experience in Infrastructure domain is must.

• Infrastructure domain knowledge is essential.

• Strong leadership skill

• Understanding of the ITIL disciplines

Preferred Technical and Professional Experience

Required:

• IT Service Management

• ITIL (Infrastructure Library) Service Manager

• Distributed Client Services

• Problem and Change Management

• Process Management

• Project Management & Budget Planning

• Quality Assurance

• People management / Leadership

Pre requisites for the role

• 8 to 10 years of IT Experience out of which 4 years of hands on Service Delivery experience in  • Infrastructure domain is a must

• Service Delivery experience in Infrastructure domain is must.

• Infrastructure domain knowledge is essential.

• Strong leadership skill

• Understanding of the ITIL disciplines

Required Education

Associate’s Degree/College Diploma

Preferred Education

Bachelor’s Degree

Travel Required

No Travel

Is Extensive Time Away From Home Required?

No

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.

Eligibility Requirements

Required:

• IT Service Management

• ITIL (Infrastructure Library) Service Manager

• Distributed Client Services

• Problem and Change Management

• Process Management

• Project Management & Budget Planning

• Quality Assurance

• People management / Leadership

Pre requisites for the role

 

Primary job category

Technical Services

Growth Play

None