Service Delivery Manager Jobs in Bangalore - IBM

Last Date 20 Nov 2021
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IBM - Job Details

Date of posting: 20 Sep 21

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.

• Ensuring that the IBM MCMS infrastructure and its services are up and running meeting predefined SLA.
• Ensuring that daily IT operations and service delivery are properly executed.
• Developing infrastructure plan and capacity planning to meet business growth for Account.
• Managing infrastructure projects for the respective services you are responsible for.
• Applying policy / rules defined and promote it to its team.
• Managing communication if required between, IT Helpdesk and IT Infrastructure and Operation team. Responsibility:
• You will manage all operations related to IT infrastructure and service delivery.
• Understanding business cycles, you will ensure that recurring business process run smoothly
• You will manage demand from users on IT services and supervise the delivery
• As a strong Delivery Manager, you will provide technical leadership with the help of technical resource and Architect, create and manage infrastructure plan and standards according to IT strategic plan and roadmap
• Host / Manage meetings for the services you deliver by documenting actions and driving them for closure .
• You will manage implementation and enhancement of IT infrastructure projects along with Service Improvement plan if any.
• You will manage change initiatives properly and in a systematically manner to ensure availability, performance and reliability of the systems impacted by change – CAB call every Wednesday
• You will organize, supervise, and develop Infrastructure team by driving the process agreed with the Account.
• You will escalate to Global DPE, any new request that is not part of standard catalogue of services and keep SIL and MCMS leadership aware
• You will communicate to Global DPE with efficiency and accuracy any progress and/or delays,
• You will mutualize resources, centralize services and processes, study opportunity for cloud
• As a decision-maker, you will decide what technologies will be adopted to meet future business needs, prioritize project, assemble project team, assign resource allocation, select vendor and provide recommendations for client success.
• Attend specific client meetings to provide updates on your respective service lines
• Provide data on time with accuracy for Monthly MOR
• Drive the RCA for every P1 and make sure the 10 days SLA is met for your respective service line
• Attend Daily / Weekly / Monthly account team calls to provide inputs and take actions for your respective service lines
• Own the Service now queues by drive the tickets for quality, timely closure and meet SLA’s.
• Drive the Incident / Problem and Change management process across technical teams.
• Make sure the SLA’s are met as agreed in the contract.

Operational experience of Capacity processes, creating and maintaining Capacity plans as per the business needs
• Strong understanding and demonstration of ITIL and IT Service Management. Knowledge on TSCO is must.
• Determining capacity requirements through discussion and negotiation with the customers
• Ensuring that all groups involved with the delivery of IT services are aware of the capacity requirements and are committed to providing delivery and/or support services which underpin the agreed levels
• Develop Capacity Plan for the depiction of the current utilization, forecasts of future utilization, potential scenarios and recommendations for providing the required capacity in a cost effective manner.
• Provision of appropriate capacity reporting to demonstrate that agreed levels of capacity, reliability and maintainability are measured and monitored on an ongoing basis
• Ensuring that the techniques and methods used by any contractors or third parties are in line with business requirements, regularly reviewed, audited and subjected to continuous improvement
• Analyze and produce a consolidated report on the introduction of single points of failure relating to the introduction of an Operational Changes
• Solid analytical skills and ability to solve problems. Applies a systematic problem-solving approach to gather needed information, evaluate alternatives, develop contingencies and prioritize actions
• Results-driven, logical and methodical approach to achieve tasks and objectives
• Strong management of performance and drive for continuous improvement

• 6-8 years of relevant experience is required

Job Summary

Job Type : Full Time
Hiring Process : Face to Face Interview
Who can apply : Freshers and Experienced (0 to 3 Years )
State : Karnataka
Country : India

About IBM

International Business Machines Corporation (IBM) is an American multinational information technology company headquartered in Armonk, New York, with operations in over 170 countries. The company began in 1911, founded in Endicott, New York, as the Computing-Tabulating-Recording Company (CTR) and was renamed 'International Business Machines' in 1924.
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