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 Employees with this specialization supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. Note: This role is scalable, ,
for small contracts the SM/DPE would typically execute this role as well. They represents the client viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract. Responsibilities: - Be the first Service Management contact point for the delivery organization for all the "operational activities of the customer". - Assume the leadership and the operational responsibility for the resources (from the Operational Competencies) allocated to the clients or services under his responsibility. - With agreement from the SM/DPE, be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts. - Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update. - Assume responsibility for updating the hardware and software inventories in accordance with asset management processes. - Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM/DPE in the service status meetings held with the client. - Raise requirements to the relevant delivery organization functions in order to improve efficiency. - Provide the SM/DPE with reports on workload monitoring. - Participate in contractual client meetings upon the SM/DPE's request. - Obtain the SM/DPE's agreement to providing additional resources which may affect costs. - Support the SM/DPE in the establishment of client satisfaction measurements with regard to due services. - Ensure the coherence of the backup and data recovery plan. Employees with this specialization have skills and experience particular to the management of Change Management processes. Required Technical and Professional Expertise Knowledge and Skills Requirement - Change Analyst experience Understanding of Change management process and how it integrates, enhances and enables the other service management processes. Working knowledge about the core components aligned to ITIL process in general and Change Management in particular being reviewed or changes proposed - Solid understanding of the Critical Success Factors (CSF) and KPIs aligned to Change process to effectively analyze the process, review related procedures and standards in input/output of data. - Solid analytical abilities to effectively compare data elements against these control metrics using standards such as ITIL and other guidelines for Change processes - Ability to handle multiple and shifting assigned priorities to provide research results and solutions that are timely, supportive and accurate. Preferred Technical and Professional Expertise - Solid interpersonal skills to engage in cross business/team discussions within a matrixed, geographically dispersed organization and to formulate, as required, credible ideas or insightfully challenge proposed options About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you’re looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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