Friday, November 4, 2011

current Vacancy of Service Delivery Manager - ITD - GD at IBM in India

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Service Delivery Manager - ITD - GD

Job ID ITD-0400387
 Job type Full-time Regular

Work country India
 Posted 31-Oct-2011

Work city Bangalore, Chennai, Noida
 Job area Operations (all other)

Travel No travel
 Job category Project Management

Business unit AppsOnDemand
 Job role Service Delivery Manager

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

Job description

# SPOC for Account team (DPE /PE)

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

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

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

Business Controls and Compliance

Experience and understanding of IBM Internal business controls as well as those standards relating to any customer contracts or,CWP,MAD etc..

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

# Desired Experience - 10 -12 Years

Years of experience in job function - 5+ Years

# Service Delivery experience in Infrastructure domain is must.

# Infrastructure domain knowledge is essential.

24 x 7 availability during escalations

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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