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 agreements.eg:CIRATS,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


Required
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.






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For Further information and apply online : http://www.ibm.com/in/en/
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