Service Manager – Service Support Manager : Knowledge & Handling of Key Support functions such as Problem Management, Change Management, Process Management, Release, Config., Availability management etc. as per ITIL V3 best practices. Key Role Description :–
- Understanding of ITIL Best Practices & Processes. Ability to Roll out processes, Conduct Trainings, support SM tool implementations etc. – Knowledge & execution of Problem, Change, Incident, Release, Configuration management & Knowledge of SLM, Availability Capacity & other ITIL (Design, transition & Operations phase) Processes.
- Reduce the costs to the accounts by reducing the number and duration of meantime to recover of Sev1/ Sev2, proper config / release management, change management and RCA analysis feedback to the competencies
- Basic Knowledge & Implementation of the Six Sigma/Lean model in terms of achieving the 30/60/90 day and continuous improvement goals and trainings + Identifying wastes to be addressed. to Work on Problems & Reduce Incidents through corrective & Preventive measures.
- Defect prevention & continual Improvement of services.
- constant Front-ending & interfacing with Client & IBM Management for Service Support functions.
- Ability to manage Cross-Competency Teams & getting the work done, without direct Authority on teams.
- People & Performance Management of resources.
- Front-end Audits (IBM & Client Audits) & Maintain Audit defect rates < 2%
- Manage repeat / pervasive issues.
- Drive process standardization and compliance across all accounts.
- Understands Service Level Management. Can work with Customers on determination of service levels, Agreement & framing of Catalogs, Measuring & reporting of Service Levels.
- Special Projects as required from time to time.
Required
- Bachelor’s Degree
- At least 7 years experience in Business controls
- English: Fluent
Preferred
- Engineering
- At least 9 years experience in Business controls
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.
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