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
This position "Multi-Process Specialist" will grant you a superb career opportunity to provide hand-on support for the Incident, Problem and Change Management policies and procedures leveraged by the enterprise which requires engagement with partners across the organization. We work directly with internal service teams, Risk/Governance functions, External auditors/regulators and even directly with business / client partners to lead and/or facilitate outcomes driven from complex programs, audits and day-to-day operations.
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The landscape is dynamic and exciting as more regulations and controls are applied to how we operate IBM Cloud for our customers.
Your primary remit will be to lead and steer the course of our enterprise teams in support of delivering the most stable, most performant and most secure Cloud platform to our customers.
You will achieve this by ensuring we are adhering to IT Service Management best practices and working with partner organizations including CIO/Architecture and Information Security to ensure Service Management considerations are addressed early in the product development and offering lifecycle. One of the core benefits of joining our team is you will have the opportunity to gain a wealth of knowledge on a multitude of product and service offerings across the IBM Cloud and Corporate estate and communicate with executive C-suite management. This is one of the few core operational functions where this degree of Enterprise level engagement exists.
Required Technical and Professional Expertise
What do we need from our partners fitting this position?
• Support as a senior global Incident, Problem and Change point of contact
• Support a strong risk and control framework (risk appetite, governance, etc.)
• Providing support for internal/external audits and regulatory controls
• Implement change risk scoring and assessment capabilities to eliminate the underlying reason(s) for change related failures
• Driving change automation within enterprise teams
• Performing post-implementation reviews (PIR) for failed changes resulting in Cloud/Client Impacting events (CIE)
• Facilitating requirement gathering for workflow automation and tools support for the infrastructure and application/service teams
• Reporting, including performance scorecards, risk appetite and trend analysis
• Identifying and/or leading Service Improvement Programs (SIP) for chronic conditions
The soft skills / abilities required for you to be successful in this role include:
• Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
• Leadership - Capacity, Capability and Competency ("Leaders inspire others to take action")
• Ability to "command the room" in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up, down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindset
Fluent/Advanced level of english
Preferred Technical and Professional Expertise
The ideal associate for our agile family of experts needs to know about:
• Fundamental and/or working knowledge of Cloud technologies
• Working knowledge of Financial Services preferred but not required
• Knowledge and experience working with any number of enterprise technologies including, Compute (Server/OS), Database, Network, Storage, Middleware, Perimeter Security (Firewall, VPN, Host / Application Security)
• Working knowledge and experience with Service Now
Fluent/Advanced level of english