IBM is recruiting a Service Delivery Manager, to be based in Luanda, Angola.
Duties
- Management of relationship with customers
- Responsibility for service delivered for customer according to contract
- Definition, establishment, quality, compliance and continuous improvement of delivery processes and development of Best-Practices, delivery models
- Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, as well as the responsibility for customer’s satisfaction
- Drive resolution of customer escalated problems with Service Support Management/Delivery Organisation as required
- Problem and Change, compliance, contingency and release management
- Provide Service Management representation for Major Incidents and Severity 1s incidents as required
- Provide communication in order to assure Major Planned Change of Service
- Provide Availability Management support
- Service Reporting (internal and to the customer) in accordance with the contract
- Control of budget (project expenses, indirect expenses, etc.)
- Continuous efficiency increase, project expenses reduction and optimisation of Service
- Interlock with Projects with decommission elements and manage decommissions
- Project-oriented leadership of customer teams from different locations
- Escalation authority concerning prioritization
- Integration in IBM-wide organization
- Assistance in the preparation of audit associated projects and plans
- First escalation point for the customer
- Support drive of profitable revenue growth
- Continually identify ways to reduce costs of delivering the services
- Participation in the 24/7 on-calls duties
Requisites
- Preferred Education: Master's Degree
- Required Education: Bachelor's Degree
- Understanding of Service Management environment
- Understanding of the ITIL disciplines within a service environment
- Minimum 2 years of experience in IT business
- Technical background in IT network environment
- Experience in managing relationships with customers
- Effective communication and drive to management
- Fluent English
- Advantages: ITIL Certified, Experience in managing teams/Project Management and additional languages
Benefits
- Trainings and certifications- Private medical package and insurance package
- Multisport Card
- Working on international projects in multicultural teams
- IBMer discounts
- Cinema & trips for IBMers
- Language classes
- Summer camps for children
Notes
- Only short listed applicants will be contacted
How to Apply
- Apply online at: goo.gl/ilQikF