27 days old

Business Transformation Consultant: IT Service Process

Toronto, ON M5H
  • Job Code

At IBM, we know that transformation drives change, and it is in our DNA to continuously transform. Our Business Transformation Consultants help drive large scale change that spans IBM business units and geographies. As a part of this team, you will have the unique opportunity to be a part of driving IBMs ongoing transformation as a company that continuously innovates and leads the market.

Your Role and Responsibilities
The IESO Process Lead role incorporates the following into their daily, weekly, monthly schedule and is not limited to the following, but serves as the foundation for the role:
  • Prepare and present Monthly Service Level Performance report
  • Negotiate appropriate SLA service credit penalties with IESO management
  • Preparation of weekly performance management information
  • Assist in presentation of Operations weekly performance to IESO management
  • Estimate, manage, and deliver Billable requests for change requests from the client
  • Manage Post Incident Report (PIR) process internally and with the client
  • Lead change management and process development on new initiatives including PIRs
  • Represent IBM on Problem Management and RFC (Requet for Change) Management committees
  • Assess staff performance and provide feedback to SDM
  • Point of contact for Client consultation and issues resolution
  • Assist in managing the day to day activities of onshore and offshore staff
  • SME resource on projects related to reporting and process.
  • Assist Operations teams with LDC and/or IESO migration or project implementations

Required Technical and Professional Expertise
At least 7 years experience as an Business Transformation Consultant

Preferred Technical and Professional Expertise
At least 7 years experience as an Business Transformation Consultant

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 youre 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
IBMs 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.



  • Computers Software and Hardware
Posted: 2019-09-25 Expires: 2019-10-25

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Business Transformation Consultant: IT Service Process

Toronto, ON M5H

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