IBM has been present in India since 1992. IBM India's solutions and
services span all major industries including financial services,
healthcare, government, automotive, telecommunications and education, among
others. As a trusted partner with wide-ranging service capabilities, IBM
helps clients transform and succeed in challenging circumstances.
IBM has been expanding its footprint in India - and has a presence in over
200 cities and towns across the country - either directly or through its
strong business partner network. IBM India has clearly established itself
as one of the leaders in the Indian Information Technology (IT) Industry -
and continues to transform itself to align with global markets and
geographies to grow this leadership position. Widely recognised as an
employer of choice, IBM holds numerous awards for its industry-leading
employment practices and policies.
The diversity and breadth of the entire IBM portfolio of research,
consulting, solutions, services, systems and software, uniquely
distinguishes IBM India from other companies in the industry.
| Job Description | 1. SPOC for Sending Account team * Deliver on service commitments and participate in account plan/strategy * Handle Operational Issues related to ITD GD India delivery * Ensure SLA/SLO attainment as agreed in SOW * Provide leadership and direction to Delivery teams * Ensure continuous communication & coordination with client in the event of Sev 1 or MI * Drive/Manage Crisis Management 2. Plans , facilitates & coordinates delivery improvement measures (SIPs) * Drive/Manage service quality, performance, and improvement of service delivery processes * Monitors service-delivery performance with established governance * Facilitates Business Continuity for the account during regional/ location outages * Ensuring seamless communications between sending & receiving geo teams * Participate in the Change Control Board and/or change control process as required 3. Owns 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 * Device action plan based on CSAT report * Ensure positive client satisfaction and client relationship is maintained for service delivery • 5+ years of desired experience required * IBM Global Business Services helps clients solve complex business and technical issues. We deliver innovative business consulting, process design, systems integration, application management and design. Our core competencies include deep business process and industry expertise, advanced analytics and research capabilities, comprehensive IT infrastructure knowledge, and the proven ability to implement enterprise solutions that deliver bottom-line business value. Join a leader. Consult with us. * Required Skills - Technical and Non Technical * Intel / Unix / DBA / Storage /Middleware knowledge |
| Desired Profile | Candidate should be from Infrasturucture , Service Delivery Background. ITIL & PMP Certified will be preffered. |
| Experience | 12 - 18 Years |
| Industry Type | BPO/ITES |
| Role | Service Delivery Leader |
| Functional Area | ITES/BPO/KPO, Customer Service, Ops. |
| Education | UG - Any Graduate - Any Specialization PG - Any PG Course - Any Specialization,Post Graduation Not Required |
| Location | Bengaluru/Bangalore |
| Keywords | Service Delivery Manager, Infrstructure Service Delivery , ITIL Framework |
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