IBM jobs - Incident Manager

Introduction
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.

Your Role and Responsibilities

• This role is an individual contributor role and ensures client needs are satisfied by constructing partnerships between the client and Managed Apps delivery organization responsible for managing client application environment. DPE act as an IBM single point contact for clients during the contractual period for deliverables as specified in the contract or Statement of Work (SOW).
• The DPE works with the CPE and delivery organization as a primary point of contact for client needs, requirements, and expectations with regard to assigned IBM delivery team operations. He/she provides account leadership to the service delivery team to develop program, schedules, and business strategies, implementing resulting actions to meet contract deliverables. The DPE manages cost, schedule, and service deliverables as they relate to the delivery organization.
• He/she supports the CPE in identifying growth opportunities and contract profitability, owns service delivery quality, and is responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs). Project Management methodologies, emerging cloud technologies and technical solutions pertaining to client needs should be areas of expertise. Strong Governance skills for regular client operational meetings, Ability to delegate, yet be in control, sensitivity towards cultural and geographical awareness, Client interaction, and negotiation skills.

Required Technical and Professional Expertise
This role requires Subject Matter Expertise (SME) in the following capabilities:

• Understanding of Cloud including IBM Cloud and non-IBM Cloud environment like AWS, Azure and Google
• Understand Application environment – SAP, Oracle, Sybase, HANA – terminologies, standard architecture, terminologies and its working
• Understand infrastructure environment, running digital innovation, drive process re-engineering, change management and aware of cutting edge technology for the projects
• Understand tools and processes used in service delivery environment
• Interacting with a diverse distributed team across geographical locations.
• Work closely with all project/program managers in the portfolio to ensure projects are delivered on track and as per estimated budget.
• Monitor risk management/mitigation plans and strategies to support the contract deliverables
• Provide oversight, leadership and be accountable for the development and maintenance of the master project schedule.
• Maintain clear communications with all stakeholders – client and internal delivery members
• Partner with business development and drive growth and future sales opportunities
• Solid confident verbal and written communication skills, with experience presenting to all levels of clients and co-workers
• Ability to gracefully handle difficult situations in a fast-paced environment.
• Flexible working hours as per business needs

The role of the DPE is critical to the success of IBM and is the cornerstone of Service Delivery Excellence. As clients demand more from their partners, the business must evolve to stay ahead of the change that affects success. IBM must constantly revalidate roles to ensure delivery to commitments, growth of the business, and an increased financial position. The DPE role focuses on following core skills that are the fundamentals of executing service delivery.


Preferred Technical and Professional Expertise
DPE Core Skills:

• Apply Planning Techniques to Client Strategy
• Apply Business Control Requirements
• Apply Financial Management and Forecasting Techniques
• Apply All Elements of Cost Accounting
• Manage Client Expectations/Satisfaction
• Manage Client Relationship & Coverage Plan
• Manage Account Performance
• Manage Contract Transition and Change
• Implement Quality Process Metrics
• Perform Team Building in Cross-Functional Teams
• Manage Global Delivery
• Develop Offerings/Solution Strategy from Opportunity Assessment
• Liaising with Client Partner Executives, Technical Resources, Service management team, Partners, Client, Vendors.