Job Title: Service Manager
Hot job, which is either high priority or requires unique or specialized skills.
Job ID GTS-0498591 Job type Full-time Regular
Work country South Africa Posted 20-Jun-2012
Work city Johannesburg Job area Consulting & Services
Travel 25% travel annually Job category Project Management
Business unit Int Tech Svcs Job role Service Delivery Manager
Job role skillset General
Commissionable/Sales-Incentive jobs only Yes
Job description
This role is the Service Manager for BCRS They proactively monitor the problem and change process and manages problem and change issues and alerts as needed.
Work Closely with Management across IBM to assist in resolving complex problems remotely. They work with the customer to understand issues and requirements and responds to requests for new services to help grow the business. They help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They lead and direct the delivery team and may be assigned to one or more accounts depending on their size and complexity. They monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner.
Responsibilities include:-
Manage cost
Ensure positive customer satisfaction and customer relationship is maintained.
Manage delivering to contract performance standards and client measurements.
Drive/Manage service quality and improvement of service delivery processes- Continually identify ways to improve service.
Deliver on service commitments.
Understand customer requirements and business opportunity/requirements identification, guidance, support and closure.
Provide account leadership/direction.
Drive/participate and coordinate crisis management.
Service Manager, client advocate. They must be effective in teaming with other sales and technical sales resources to provide complete solutions to the customers business requirements.
Required
Bachelor's Degree
At least 4 years experience in Analyzing Customer Business Environment
At least 4 years experience in Managing Service Levels with Business Partners and Customers
At least 4 years experience in Using Problem Solving Techniques
At least 4 years experience in Handling of Escalation and critical situations in SA
At least 4 years experience in Understanding Business Continuity and Resiliency
At least 4 years experience in Project Management and Team Leadership
At least 4 years experience in Selling of Service sales eg: Disaster Recovery
At least 4 years experience in Service Manager, client advocate. They must be effective in teaming with other sales and technical sales resources to provide complete solutions to the customers business requirements.
At least 4 years experience in Selling of service sale eg: Disaster Recovery
English: Fluent
Preferred
At least 5 years experience in Analyzing Customer Business Environment
At least 5 years experience in Managing Service Levels with Business Partners and Customers
At least 5 years experience in Using Problem Solving Techniques
At least 5 years experience in Project Management and Team Leadership
At least 5 years experience in Selling of Service sales eg: Disaster Recovery
At least 5 years experience in Service Manager, client advocate. They must be effective in teaming with other sales and technical sales resources to provide complete solutions to the customers business requirements.
At least 5 years experience in Selling of service sale eg: Disaster Recovery
Additional information
Teamwork, Trustworthiness, adaptability, maturity, initiative, responsible
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.
To Apply:
http://www-05.ibm.com/employment/za/
Deadline: 15th July 2012
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