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
IBM Power Systems uses enhanced analytics and leverages a global infrastructure and years of experience to deliver outstanding hardware and software services to our customers, 24X7 worldwide. In a very real sense, we keep the modern world operating smoothly by delivering first rate service for our customers and your role is to help to ensure that we deliver on our promise of excellent service while also developing the skills and careers of your team.
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We are looking to hire a Premium Delivery Manager with a client-first mindset, who is also curious and eager to learn. In this challenging role, the Premium Delivery Manager will lead a team of Technical Account Managers (TAMs) as part of a global structure with a 24X7 support model.
He/she will need to be proactive to ensure smooth team operations and effective collaboration between cross functional team. Expect to assess skills requirements and execute training plan including soft skills. In this role, he/she will be expected to drive and meet all operational metric requirements and to be flexible in his/her working practices.
Responsibilities:
• Manage day to day team activities and meet operational goals as an in-country and functional Manager.
• Ensure responses and SLAs are met as per the scope of work.
• Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions.
• Support our customers with excellence and empathy and client crisis management.
• Collaborate with other support teams and drive engagement of other skills and resources as needed to resolve customer problems.
• Support and encourage innovation within your team and influence the extended organization with best practices.
• Support and implement the business strategy of the division.
• Carry out people management activities, including annual goal setting and performance assessments, developing and coaching team members for skills and career growth and addressing poor performance as necessary.
• Identify and implement solutions for improvement of the work processes in his/her field of responsibility.
• Maintain business controls and HR/Employee labor law obligations.
Required Technical and Professional Expertise
- From 7 to 10 years of previous experience in Delivery Center Operations within IBM.
- From 3 to 5 years of previous people management experience within IBM.
- Proven experience in Client Facing roles and operations leadership.
• Excellent organizational and prioritization skills.
• Very strong communication and presentation skills.
• Experience in crisis management and client interaction.
• Very strong analytical and problem-solving skills.
• Track record of developing team skills and careers.
• Very strong stakeholder management experience.
Preferred Technical and Professional Expertise
• People management experience in leading technical teams.
• Industry experience in IBM Server Technology and/or IT Services.
• Project Management skills.