Service Delivery Manager

Job Type:Full Time
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At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!

Your Role and Responsibilities

The Service Delivery Manager is responsible for providing leadership for the BAU Operations Team onsite with a key government client to provide secure, reliable and innovative IT Services. While your main focus will be building relationships with key stakeholders (within IBM, the client and other third parties) and keeping the client delighted, on a day to day basis you will be responsible for:

  • Delivery of 24x7 BAU Operational support through a dedicated team
  • Development and implementation of operational policies and procedures
  • Identifying and implementing service improvements and innovation
  • Effectively managing service transition of new interfaces, services and capabilities
  • Managing the minor works and enhancements
  • Managing escalations to and from stakeholder teams
  • Reporting, contract and financial management

As a key member if the Account Leadership team, you will also:

  • Help promote a company culture that encourages engagement and inclusion
  • Contribute to the Account growth and the generation of new business

In this role, you should be able to plan, execute and strategize effectively. Your key major skills and competencies are:

  • Excellent relationship management and communication
  • Team leadership
  • Good problem-solving and analytical skills
  • Experienced in Service Management in a multi-vendor delivery environment
  • Process enhancement
  • ITIL qualified

Required Professional and Technical Expertise

Required Professional and Technical Expertise :

Skills for this position require applicants who are equally adept at people, and business management. Besides the knowledge of methods to initialize, plan, execute, control and monitor a project, IBM PMs use skills and leadership competencies for team building, client relations, negotiation, decision making, problem solving and conflict management. Furthermore you will:

Develop and manage Schedule, Project Financials, Scope, Status, Reporting, RAID logs

Manage the project team and all stakeholders to deliver outcomes on time and budget

Manage Sub-Contractors to deliver outcomes on time and budget


Preferred Professional and Technical Expertise

Preferred Professional and Technical Expertise :

Ensuring scope, cost, schedule and contractual deliverables, you'll apply techniques for planning, tracking, change control and risk management.

This is a Key resource to lead the project delivery of enterprise services to support integration of various projects via the SOA backbone.

The candidate needs to be very experienced with implementing SOA solutions in a Defence environment

About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

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.