12 days old

Service Manager for account management

Brno, Jihomoravský kraj 602 00
  • Job Code
    246567BR

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
  • Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration
  • Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management.
  • Act as lead of Service Management Team and ISM Processes for an given account or set of accounts
  • Act as escalation point for Service Management Process and Resources on the Account.
  • Bridge gaps between delivery teams to help drive rapid recovery during major incidents
  • Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.
  • Act as escalation for Problem Management to SILs / Delivery Line Management if RCAs are not meeting the required quality on consistent basis
  • Work with Incident / Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly.
  • Lead trending / process improvements reduction in overall Incidents, failed changes etc
  • Lead ISM Process awareness across all Service lines and provide education if required
  • Promote knowledge base (KEDB) across service lines which could in turn help in speedy resolution of Incidents
  • Build & distribute Know Your Customer (KYC) document
  • Revise, Review and ensure approval of ISM Process Account Level PIMs.
  • Responsible for ISM processes & oversee execution
  • Interlock with SIL on resolving issues which impacts the ISM activities performed by delivery.
  • Maintain working relationship with client on Operational matters with DPE owning client issues.
  • Escalate to SIL in case there are backlogs for Incident, Problem, Change records.
  • Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate
As an IBM employee, you will be entitled to the following benefits:
  • 5 weeks of paid vacation
  • Elaborate education program for each employee - training during the work career, courses are lead by professional lectors; e-learning education; flexible education plan for each job position
  • Strong career opportunities
  • Access to Hi-tech; MAC@IBM
  • Above standard Medical Care
  • Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics
  • Global Travel and Life insurance
  • Contribution to the Pension fund
  • IBM stock purchase plan

You will have the opportunity to:
  • Join our Succeeding@IBM Program - a structured on-boarding and development program
  • Become part of our diverse and multinational community and collaborate within global and local teams
  • Gain knowledge and develop skills through our world-class trainings
  • Benefit from mentoring and coaching
  • Balance your work with your life and enjoy a flexible working environment

Please, take in consideration, that should your application be successful, our recruiters will contact you.



Required Technical and Professional Expertise
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Preferred Technical and Professional Expertise
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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 isthe place for you!


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.

Categories

Industry

  • Computers Software and Hardware
Posted: 2019-10-10 Expires: 2019-11-09

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Service Manager for account management

IBM
Brno, Jihomoravský kraj 602 00

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