Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.
Your Role and Responsibilities
Responsible for leading the CRU/TCR (Cash Recycling Unit/ Teller Cash Recycler) Triage team through an established process to ensure the clients' service levels and established goals are met
Along with the technical duties of supporting the hardware, your role will also require building, reading, and developing monthly reports based on the client's and IBM's data needs.
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As the Account Technical Leader, you will collaborate closely with the technical team. Together, you will focus on the client's metrics and service level, ensuring the team meets the required criteria.
You and your team will take technical direction for the Canadian ATM/TCR Support center who provide field services technical support to our SSRs.
Required Technical and Professional Expertise
Availability to travel for training is required.
Valid passport and Canadian Visa are needed.
Preferred Technical and Professional Expertise
• Minimum of (3) three years of experience in a leadership or management role.
• 2 - 4 years experience in Leading a Team
• Proficiency in English and native fluency in Spanish, both written and spoken.
• Excellent communication skills, problem-solving ability, and a strong focus on providing exceptional customer service.
• Detail-Oriented, Strong Work Ethic and Organized.
• Ability to train others on the product and communicate effectively.