Service Delivery Manager/Program Manager - IT

Opening with IBM

Location : Bangalore, Chennai, New Delhi /Hyderabad

Job Description: Program Manager - Service Management.

Required:

- Bachelor's Degree

- At least 4 years experience in Incident Management

- At least 4 years experience in ITIL

English: Fluent

Preferred:

- At least 6 years experience in Incident Management

- At least 6 years experience in ITIL

- Eligibility Criteria: Minimum 10 years of overall experience and minimum 5 years in IBM. People management experience will be an added advantage

This role requires the incumbent to:

- Review overall solutioning for all new and L&S Service Management deals for India/Program management for specialized projects/Lead the SM transition & transformation team for DCI/People Management for India BRMs and ISMEs/Handle overall budget for SM competency training requirements & execution

- Establish effective interlocks with all Service Management Leaders

- Encourage, recognize and share innovation, best practices.

- Lead a group of BRM & ISME resources to provide leadership and guidance on Career path and day to day operations

- Ability to conduct interviews and hire senior roles at SME level

Technology and Process:

- Leverage and creation of process and tool assets to improve quality and effectiveness

- Understand pervasive project/program issues and drive proactive remediation plans

- Build new roles and develop them as part of role farming

- Oversee all T&T activities w.r.t timelines and quality

- Provide direction on all Engagement activities across the DC landscape

- Provide support & guidance to FLMs on re-solutioning for DCI accounts

- Design and control overall governance framework for SM Competency

- Ability to drive global programs with effective communication across all stakeholders while managing tight deadlines

- Provide direction on SM competency training & certification, budget planning and quarterly execution of learning requirements

Metrics:

- Ensure all compliance requirements such as On-Off boarding, ILC claims, leave approvals etc are met in a timely manner

- Solution Support, Relationship management and collaboration:

- Provide extensive support and process leadership during DRR, Engagement, Transition, Transformation and Knowledge transfer

- Develop good working relationship on all projects/programs with the GEO counterparts through regular interlock

- Develop working relationship with L&D team, Business Operations, RCM and RDM teams for knowledge exchange

Capability and Skill Development:

- Enhance the level of skills in SM through role farming

- Ensure regular 1:1 interactions with all direct reports

- Prioritize and plan all training & certification needs

- Ensure right level of skills are hired within timelines .