Service Delivery Manager-Delivery Centre Poland in Wrocław

Job ID ITD-0586524 Job type Full-time Complementary Work country Poland Position type Entry level Work city Wroclaw Posted 03-Oct-2013 Travel 25% travel annually Job area IT & Telecommunications (non consulting) Business group Integrated Technology Delivery Job category IT Specialist Business unit GeoSrvDelivery Job role General Other IT Specialist Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

The Service Manager role is the primary contact between the Account Management team and the delivery support organization. This is an integral part of the account planning and delivery support strategy. They support the Account Management Team as the service delivery advocate. They lead and direct the delivery teams with expectations to ensure the contracted services are delivered as per commitment by the organization and actively participate in projects as well as incident, problem and change management. They ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They monitor and manage Service Level performance and report potential exposures in a timely manner. They are responsible to provide regular SLA, incident, problem and change reporting & analysis and to identify issues and trends and develop action plans. In general the SDM manages the day to day delivery of service on the account including managing cost, supplier management, SLA/SLO issues, and task management of the account team. The role is also the Client’s focal entry, communication and escalation point. They work with the Project Office and customer (as appropriate) to understand requirements and are responsible to manage the day-to-day customer relationship. Service Manager performs the work in an independent manner and generate leadership and solutions to professional, technical or operational project problems based on their analytical skills and business knowledge of the Client. The role requires frequent communications and face meetings with the Client and service provider resources. Required: •Knowledge in Service Management based on ITIL •Basic knowledge in Client's business, environments, operations and tools •Basic knowledge in Change, Incident, Problem and MI Management processes and tools •Knowledge in Service Management and Account Management • At least 5 years Business experience, and at least 3 years in IT Services experience. Perfect candidate’s profile: • Experience in some of the following fields with a demonstrated capacity to succeed in the others will be considered: • Change management • Incident management • Measurement, reporting and analysis • Problem management • Excellent interpersonal and communication skills, both written and oral • Strong logical analysis skills • Strong negotiation/leadership skills • Ability to multi-task and handle high pressure situations • Strong sense of ownership • Experience in facilitating teams and meetings • Customer contract awarenesslar; - No specific educational qualifications required;

Required Bachelor's Degree English: Fluent

Preferred Master's Degree

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.