Thursday, October 20, 2011

Current vacancy of Second Line Manager - GTS - SD at IBM in India

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Job ID ITD-0441822
 Job type Full-time Regular

Work country India
 Posted 19-Oct-2011

Work city Hyderabad
 Job area Operations (all other)

Travel No travel
 Job category Services Solutions Management

Business unit ServSysOps
 Job role General Other Services Solutions Management

Job role skillset General
Commissionable/Sales-Incentive jobs only No

Job description

# Manage 7 to 10 Technical Services Managers (FLM) who are leading different technical teams
providing platform support in U&I to verious customers/accounts.

# Ensure positive customer satisfaction and customer relationship is maintained.

# Manage delivering to contract performance standards and client measurements.

# Drive/manage service quality and improvement of service delivery processes.

# Continually identify ways to reduce cost of delivering the services and improve service.

# Drive/participate and coordinate crisis management.

# Drive/participate and coordinate audit readiness.

# Ensure execution of disciplines and ensure GDF transformations

# People management responsibilities (Enablement, Growth, Performance etc.)

# Creating a positive environment through leadership, coaching, mentoring etc

# Develop technical talent and leadership in the team.

# Encouraging innovations and best practices.

# Focus on personal and professional development and appropriate certifications
for team members.

# Identify and develop future leaders with personal focus on mentoring and coaching.

# Analyze data and present with analysis results.

# Overall responsibility of service delivery in the accounts under his/her org.

# Performance management of direct and indirect reportees.

# Overall responsibility of GDF delivery in the pools under his/her org

# Prepare Future leadership pipeline for the organization. Identifying right leaders, Mentoring and coaching them for future leadership challenges.

# Drive organization intiative both inside and outside his/her org.

# Represent IBM senior leadership to the customer.

# Responsible for the bench and critical resource management.

#Responsible for the Compliance & Quality at the competency level (Process/procedure documentation, Work instructions, Incoming ticket reduction, Transaction Quality Improvement)

# Own & Deploy transformation projects to for Delivery efficiency.

# Own and add value in evaluation of Delivery Rediness review, RFC approval, Job responsibility reviews and Management of the same. Communicate to appropriate levels on the same.

# Contribute and/or lead implementation of at least one strategic initiative.

# Own and Represent Service as part of pre sales support by working with Account management team.

# Overall responsibility of ensuring Compliance and control posture in GREEN status.

# Implementation of GDF organization design and respective band levels.

Skills Required

# Education: BE or equivalent

# Technology: Sound knowledge on SAP Basis / Oracle DBA / SQL DBA / Unix / Windows OS Applied

Sound knowledge on Remote Server Management : Applied

Overal idea on production IT Environmet and IT Operation

ITIL Foundation certification

Indepth knowledge in Incident Management, Problem Management and Change Management

# Communination skill: Excellent

# Analytical skill: Applied

# Project Management fundamental knowledge

Additional information

# 11+ Yrs of IT Experience where 7+ years in Service Delivery and 3+ year as
People Manager

Candidate must have also had PBC Rating of 1/2+/2 in the preceding 2 years as people manager.

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.

Bachelor's Degree
English: Fluent
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.

For Further information and apply online :

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