26 days old

Service Integration Leader

Multiple Cities, Multiple
  • Job Code

Your Role and Responsibilities

You and IBM India

IBM's Purpose is to be essential to our clients, to the world and one another and we are confident that together as IBMers we will drive this purpose. When you join IBM you join a culture of openness, teamwork, trust, and the invitation and expectation to have a voice. Join us and Do your Best Work Ever.
We are recognized gold standard for inclusion, reflected in winning, to name a few, the 2018 Catalyst Award for advancing women in business, the National Award 'Best Employer of People with Disabilities' and being named one of the top 5 2018 Top Companies for Women Technologists for building an inclusive workplace We advocate for fairness and equality as everyone is, and always has been, welcome at IBM.
Join a brand with a history of continuous re-invention, transforming itself throughout its 100-plus years. In the past five decades alone, IBM has ushered in the eras of the mainframe, the personal computer, IT services and enterprise software. In its current transformation, IBM is once again leading the reordering of the technology industry.

Business Unit Introduction

Our IBM Global Technology Services (GTS) helps clients plan, implement and lead an efficient, resilient, flexible IT infrastructure. Be it ground breaking outsourcing tied to business outcomes or integrated managed services or discrete services - IBM GTS is the partner of choice for infrastructure services.
Come join our team of IBM experts, who are leaders with vision, distinguished engineers and IT architects who have worked with thousands of clients to transform enterprise IT, migrate to cloud, apply automation and ensure business continuity. We help client run their IT better, accelerate innovation and deliver unmatched performance with the power automation.

Who you are

As Service Integration Leader (SIL), you are responsible for acting as the primary contact between the Delivery Project Executive (DPE) and the delivery support organization. You will be coordinating the scope of one or more integrated delivery pools for both the client and the account team. You will support the Delivery Project Executive (DPE) and/or Project Executive (PE) as the service delivery advocate and understand the client requirements.
You will ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost-efficient manner. You will lead and direct the integrated delivery pool(s) with direction from the DPE/PE (in the form of an account plan).

What will you do

  • Provide DPE single point of contact and be the advocate between Service Delivery, CSM and the DPE/PE/Client while managing cost including annual DOU
  • Ensure positive client satisfaction and client relationship is maintained for service delivery
  • Drive/Manage service quality, performance, and improvement of service delivery processes
  • Participate in cost controls, identify ways to reduce cost, and improve service
  • Deliver on service commitments and participate in account plan/strategy
  • Drive/manage employees, subcontractors/third party providers
  • Participate in Technical proposal preparation and submit to DPE/PE for review and approval
  • Understand client requirements, business opportunity identification, guidance, support and closure
  • Provide technical support and be involved in the Change Control Board and/or change control process
  • Manage Client Accounts where advanced pools have been deployed
  • Coordinate / assess of all changes and reporting for respective application areas
  • Liaison between technical delivery teams and the customer
  • Accountable for knowing contract and how it applies to their area of focus.
  • Demonstrate outage management while notifying customer of Outage and keep informed of status as teams work towards resolution
  • Ensure cost Management - Interlock / Claim along with monthly measurements review / Service Quality tracking

Required Professional and Technical Expertise
  • Minimum 10 years' experience in IT industry with 5-7 years of experience in Services Integration management
  • Expertise in Apply IBM GS Delivery Processes: Disciplines and Tools
  • Ability to apply IBM Systems Management methods and tools for deriving Industry solutions
  • Proficient in applying process management, quality concepts and implement Reporting Cycles/Methods
  • Working knowledge in managing crisis and Systems Management environment / metrics

Preferred Professional and Technical Expertise
  • Validated ability in the area you will manage i.e. RFS pool SIL would have an individual experienced in PM
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
  • Up-to-date technical knowledge by attending educational workshops, reviewing publications

About Business Unit

Your Life @ IBM

About IBM

Location Statement

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: 2019-08-22 Expires: 2019-09-21

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Service Integration Leader

Multiple Cities, Multiple

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