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
The Delivery Manager is a first line management position responsible for leading and managing a team of support center professionals in a technical center environment. You will be a People Manager with client-first mindset and eager to learn. In this role, the Delivery Manager will be the contact point for all team members.Required Technical and Professional Expertise- Minimum 2 years of People Management experience in a Technical Support Center environment
How we’ll help you grow:
You will be able to run and lead effective collaboration, assessing training needs, develop, execute and monitor technical and soft skills training programs and activities. In this role, you’ll be expected to meet the needs of a team of MVS server engineers within Sofia CIC and European markets.
What you’ll do:
Manage 24/7 operations and lead all projects and activities related to the division.
Manage Remote Technical Support matrixed team staffed within Sofia CIC and EMEA markets.
Optimize and manage employee shifts and schedules to ensure 24x7x365 global Remote Technical Support coverage.
Manage support delivery costs and ensure we are at or under budget allotment
Ensure responses and SLAs are met as per the scope of work.
Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources.
Assume management responsibility and delivery for the respective team, including adherence to all manager responsibilities associated with support delivery processes.
Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions.
Development and implementation of business strategies in relation to your business unit.
Drive and support the implementation of center wide objectives.
Create business policies and operational guidelines when requested.
Resolve service and team/employee issues and set long term plans.
Responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.
Work with your team providing coaching, mentoring and recognizing top performance of your team to management, allowing them to progress where possible towards their career goals and aspirations.
Manage and take ownership of escalated customer situations following defined management processes.
Communicate directly with customers regarding any issues or questions associated with your teams’ performance.
Responsible for providing direction to the employees, to positively promote the employees and help drive their career aspirations.
Recommend innovative ways to improve productivity and reduce costs.
Analyze data & perform a thorough Root Cause Analysis.
Take new actions within & across teams, to improve quality and share best practices.
Collaborate across multiple teams for process improvements and standardization.
Act as a catalyst to drive adherence to all aspects support delivery processes.
Administer IBM Human Resource processes in an effective and quality manner.
This role of the Delivery Manager would support European working hours.
- Experience creating and managing resource schedules and shifts to ensure 14x7x365 coverage- Microsoft Office (Excel, PowerPoint, Word, Outlook) advanced user skills
- Experience managing support delivery team costs to a budget
- Excellent presentation and communication skills
- Superior leadership, organization, and planning skills.
- Excellent English verbal and written skills and the ability to communicate with customers and staff at all levels
- Strong customer driven focus
- Ability to work in a high pressure, dynamic situations, with a large degree of autonomy
- Knowledge and experience with HW support Preferred Technical and Professional Expertise
- Previous experience as people manager in IT services environment
- Server Knowledge
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 is the place for you!
Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It's time to define your career.
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.