Job description
The SIL manages cost, schedule, and service deliverables as they relate to the delivery organization. He/she supports the PE in identifying growth opportunities and contract profitability, owns service delivery quality and is responsible for tracking and reporting service level attainment/objectives.
The Service Integration Leader (SIL) manages the day to day client relationship on behalf of IBM Service Delivery. This includes management of the client operational relationship, client satisfaction, managing the cost model, supplier management, compliance posture, reporting and task management of the account delivery team. He/she supports the Project Executive in identifying growth opportunities and contract profitability, owns service delivery quality and is responsible for tracking and reporting service level attainment/objectives.
· Support overall customer relationship and customer satisfaction
· Deliver cost effective, standard customer measurements in line with contracted commitments - input to Service Review/Pack
· Support Account planning/strategy
· Support Proposal leadership for account including qualification of new business opportunities and ensuring consolidation across service areas
· Own where applicable specific audit and compliance actions
· Manage contracts costs and provide input to budgets
· Provide leadership and direction to the consolidated Service Delivery teams
· Own Account Service Quality and drive Service Delivery Performance
· Continually identify ways to reduce costs of delivering the services
· Manage Service Delivery Performance of Subcontractor/third party
· Own Planning and Coordination of Disaster Recovery, driving execution through Service Delivery
· Support PE in the management of contract change and service related issues
· Support contract development / DOU’s with service providers (sub-contractors/third party providers/customer) for the consolidated account
· Recommendations for areas of contract changes that can improve service, lower costs or improve customer satisfaction
· Provide cost management input to account management team
· Work with Business Office to monitor Claim cross charging accuracy
· Provide input to Customer communication plan
· Attend, Advise and Influence joint agreed IBM/business/Project team meetings, as appropriate
· Project Prioritization, Project delivery as required
· Ensure communications on day-to-day service operations are delivered to appropriate customer staff for the end to end delivery of contracted services
· Support the various activities like root cause analysis, capacity/performance trend analysis and issues to agreed IBM/business contacts
Desired Skills and Experience
Minimum of 5 years of experience
Click on THIS link to apply.
The SIL manages cost, schedule, and service deliverables as they relate to the delivery organization. He/she supports the PE in identifying growth opportunities and contract profitability, owns service delivery quality and is responsible for tracking and reporting service level attainment/objectives.
The Service Integration Leader (SIL) manages the day to day client relationship on behalf of IBM Service Delivery. This includes management of the client operational relationship, client satisfaction, managing the cost model, supplier management, compliance posture, reporting and task management of the account delivery team. He/she supports the Project Executive in identifying growth opportunities and contract profitability, owns service delivery quality and is responsible for tracking and reporting service level attainment/objectives.
· Support overall customer relationship and customer satisfaction
· Deliver cost effective, standard customer measurements in line with contracted commitments - input to Service Review/Pack
· Support Account planning/strategy
· Support Proposal leadership for account including qualification of new business opportunities and ensuring consolidation across service areas
· Own where applicable specific audit and compliance actions
· Manage contracts costs and provide input to budgets
· Provide leadership and direction to the consolidated Service Delivery teams
· Own Account Service Quality and drive Service Delivery Performance
· Continually identify ways to reduce costs of delivering the services
· Manage Service Delivery Performance of Subcontractor/third party
· Own Planning and Coordination of Disaster Recovery, driving execution through Service Delivery
· Support PE in the management of contract change and service related issues
· Support contract development / DOU’s with service providers (sub-contractors/third party providers/customer) for the consolidated account
· Recommendations for areas of contract changes that can improve service, lower costs or improve customer satisfaction
· Provide cost management input to account management team
· Work with Business Office to monitor Claim cross charging accuracy
· Provide input to Customer communication plan
· Attend, Advise and Influence joint agreed IBM/business/Project team meetings, as appropriate
· Project Prioritization, Project delivery as required
· Ensure communications on day-to-day service operations are delivered to appropriate customer staff for the end to end delivery of contracted services
· Support the various activities like root cause analysis, capacity/performance trend analysis and issues to agreed IBM/business contacts
Desired Skills and Experience
Minimum of 5 years of experience
Click on THIS link to apply.
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