Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
The National Duty Manager (NDM) is a member of a national team responsible for providing IBM management support for the delivery of maintenance and services to IBM customers on a 24-hour basis 365 days a year. The NDM is responsible for service delivery During and outside of normal business hours and manages field escalations to ensure efficient and effective coordination of available resources. The NDM responds to escalations from customers and IBM personnel, providing assistance and situation management as needed. The NDM is responsible for maintaining open communications and operational relationships with Service Office (SO) and Remote Support Center (RTS) personnel. Proactively Monitors:
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1. Functions as national service delivery manager for IBM customers during/outside of SO normal business hours and represents IBM as the manager responsible for service delivery. Manages IBM's response to customer service requirements to ensure proper call coverage/resolution and high customer satisfaction. Available for and handles escalations from customers and/or IBM service personnel on prime and off-shift as assigned and needed.
2. Monitors and evaluates service appointment requirements, sets priorities, and makes decisions regarding the deployment of available resources and the initiation of emergency callouts of service personnel to meet service delivery requirements. Manages all resources with the goal of achieving a balance of service delivery, customer satisfaction, and service business objectives.
3. Manages field escalations; acts as required to ensure application of appropriate IBM resources, resolution/escalation of parts procurement issues, communication with customer management, and notification of SO management.
4. Provide management support, assistance, and work direction to Systems Services Representatives (SSRs) as necessary to coordinate service delivery for entitled customer service requests. Maintains an awareness of and interprets/communicates applicable IBM policies, practices, and business controls as needed.
5. Other duties as assigned,
Required Technical and Professional Expertise
ase Create Break/Fix, The Team monitors for new case creations, for the 1-hour customer response SLA. Action steps are to engage the appropriate RTS as needed within 45 min of case creation.
Work Order Creation/Service Appointment. The team Monitors that appropriate service windows are set to the customers' expectations Parts are ordered correctly to also meet service expectations. Action items to engage the CC and SPOC as needed to meet customer expectations.
Parts Exceptions Team monitors for Parts Exceptions to make sure no parts order is left behind, Action Items to engage the CC or SPOC team as needed to meet customer expectations.
Work Order Schedule Exceptions, The Team monitors for exceptions of required SSRs to meet customer expectations on and off shift, Action Items To monitor case/work order flow to make sure all cases are assigned and confirmed with the SSR. Engage Control Center, T/L, or SDMs as needed.
Preferred Technical and Professional Expertise
Requires knowledge of service delivery business principles, client industries, information processing, technology, and IBM products and services. Requires a thorough understanding of IBM maintenance strategy, field operations, remote support operations, parts procurement processes, and Remote Support Center (RTS) operations.