Service Delivery Manager

1 week ago

Perth, Western Australia IBM Full time

Introduction
At IBM, our Project Managers excel by leading and coordinating a project team's overall performance, scope, cost, and deliverables.

Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management.

If you are ready to help our clients and project teams succeed, we would love to meet you

Your Role and Responsibilities

The Service Delivery Manager delivers to IBM commitments and solves their most challenging problems by leveraging IBM offerings on Managed Services engagements with focus on KPIs, SLA's and Service Delivery.

They build client relationships, achieving contract profitability, and delivering consistently with laser focus on operational excellence and quality.


Responsible for the organization, administration, and supervision of the people, processes, and technologies, which when combined into a comprehensive plan, provides the business and technical functions needed to successfully achieve Client's expectations.

Responsibilities include overseeing the delivery of services to a Client, establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes, removes blocks so the team can deliver the product.


Client Priorities

  • Displays exemplary leadership of delivery teams across IBM, major subcontractor and thirdparty firms
  • Experience in working alongside other major strategic outsource partners and demonstrating models of collaboration
  • Proactively brings key client stakeholders to delivery centres to meet delivery teams and showcase innovation
  • Grows a deep relationship within the Account and becomes a trusted advisor to Senior client stakeholders
  • Act on client feedback in real time to increase value, build best practices, and improve credibility
  • Ensures Process and Methods are adopted and followed diligently across the client ecosystem
  • Constructs longlasting partnerships with existing and new clients serving as primary point of contact and identifies new growth opportunities that will yield GP / revenue
  • Delivers consistently high NPS relationship scores

Business Priorities

  • ITIL qualified with relentless focus on service improvement, rigorous root cause analysis and bringing the latest thinking in terms of automation/AI and innovation to improve the client's service
  • Drives base account growth by empowering delivery team to look for opportunities to expand footprint
  • Strong commercial acumen and ability to lead tough contractual negotiations
  • Experience of managing large scale, multicountry delivery of technology services
  • Leads with Integrity and directly influences Over/Under, Revenue, GP and controls DE Leakage to deliver what we promise
  • Ensures high utilization for your team which is required to lead a profitable market for IBM Consulting

People Priorities

  • ITIL qualified with relentless focus on service improvement, rigorous root cause analysis and bringing the latest thinking in terms of automation/AI and innovation to improve the client's service
  • Drives base account growth by empowering delivery team to look for opportunities to expand footprint
  • Strong commercial acumen and ability to lead tough contractual negotiations
  • Experience of managing large scale, multicountry delivery of technology services
  • Leads with Integrity and directly influences Over/Under, Revenue, GP and controls DE Leakage to deliver what we promise
  • Ensures high utilization for your team which is required to lead a profitable market for IBM Consulting

Required Technical and Professional Expertise

  • Possess a strong understanding of Service Delivery and project management
  • Have prior exposure working with both AGILE and waterfall methodologies.
  • Coordinate and work closely with other crossfunctional team members both on/offshore
  • Significant experience in conducting client workshops to understand and document new or changed business requirements
  • Excellent communication skills
  • Possess good stakeholder management skills and be used to managing multiple stakeholder groups concurrently

Preferred Technical and Professional Expertise

  • Strong presentation skills
  • Client Relationship and engagement
  • Willing to take on challenges in new areas at new clients
  • Service Delivery management or project management aspirations in combination with a strong drive to further development
  • Excellent leadership skills and a talent for building successful client relationships will be highly valued.

About Business Unit
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companie

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