Job description
Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. As we tackle the world’s biggest challenges, our company continues to grow, we’re looking for talented professionals to join us in this new era.
Join us and be part of a diverse and global team of thinkers and doers - people who want to make an impact, cultivate their expertise and collaborate with some of the world’s top business and technology professionals.
Job responsibilities:
Delivery Service Level Manager position is responsible for influencing departmental strategy and managing the daily operations of a services or support department, function or business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet IBM's standards for quality, productivity and customer satisfaction as defined by Service Level Agreements.
Responsibilities include customer communications, maintaining productivity standards, scheduling resources, handling customer escalations, managing special assigned projects, managing support programs such as call observation or resource scheduling. They manage staffing levels and quality of service to meet business service level objectives, service level agreements and customer requirements. Directs service operation consisting of contact center and quality management functions which have significant impact on the business unit operation; identifies need, develops, implements, monitors, improves systems and procedures required for the center's efficient and professional operation. The employee focuses on individual/team/department/ operational objectives.
•Independent professional with the ability to articulate and compare alternatives approaches. Negotiate with specified objectives.
•Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.
•Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.
•Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.
Desired Skills and Experience
Minimum of 7 years of related experience
Click on THIS link to apply.
Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. As we tackle the world’s biggest challenges, our company continues to grow, we’re looking for talented professionals to join us in this new era.
Join us and be part of a diverse and global team of thinkers and doers - people who want to make an impact, cultivate their expertise and collaborate with some of the world’s top business and technology professionals.
Job responsibilities:
Delivery Service Level Manager position is responsible for influencing departmental strategy and managing the daily operations of a services or support department, function or business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet IBM's standards for quality, productivity and customer satisfaction as defined by Service Level Agreements.
Responsibilities include customer communications, maintaining productivity standards, scheduling resources, handling customer escalations, managing special assigned projects, managing support programs such as call observation or resource scheduling. They manage staffing levels and quality of service to meet business service level objectives, service level agreements and customer requirements. Directs service operation consisting of contact center and quality management functions which have significant impact on the business unit operation; identifies need, develops, implements, monitors, improves systems and procedures required for the center's efficient and professional operation. The employee focuses on individual/team/department/ operational objectives.
•Independent professional with the ability to articulate and compare alternatives approaches. Negotiate with specified objectives.
•Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.
•Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.
•Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.
Desired Skills and Experience
Minimum of 7 years of related experience
Click on THIS link to apply.
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