IBM jobs - Service Delivery Lead - App Packaging

Introduction
The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world’s relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.


Your Role and Responsibilities
As Service Delivery & Technical Lead - App Packaging, Imaging Management, Modern Desktop Management, you are responsible for the delivery of MMS services on the assigned account(s). They meet regularly with the account team (e.g, DPE, SDM, SIL, etc.) to establish interlocks and support budget management as well as monitor SLO/SLA and report monthly status to these targets. They work with the DPE to understand issues and requirements and respond to requests for new services to help grow the business. They ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost-efficient manner. The SPM provides business direction to the team of MMS personnel supporting the account. They monitor and manage Service Level performance and report attainment and potential exposures in a timely manner. They ensure client satisfaction and work to ensure client relationship is maintained. The SPM provides operational guidance and strategic direction for the service delivery team and acts as the escalation point for client and Account Team for service-related issues. The SPM possesses knowledge of strategic direction, technical awareness, financial understanding and resource management.

Responsibilities:

• Overall ownership of assigned account(s),representing all MMS Services and deliverables
• Work with Transition/Transformation manager to complete command and control resources allocation and manage relevant documentation
• Provide operational guidance and strategic direction for the service delivery team
• Focal Point for Account Team on interlock, account issues, deliverables, SLAs, etc.
• Act as the escalation point for client and service related issues
• Establish overall account DOU with DPE and maintain/updates/validate DOU each year.
• Manage account specific cost model/claim codes/account PIM/account CBC (SubArch) updates and validate each year
• Establish DOU/MOU and other required governance documents with global delivery center managers for services as appropriate, to be revisited each calendar year. Also included are any account level DOU’s with other teams/competencies.
• Maintain the MMS Account Profiles database to include documentation for each assigned account, and ensure that they are updated & validated on at least a quarterly basis. Examples of documentation should include Account Info, Contract documents/exhibits and cost case, account specific processes, staffing model and GTS Delivery Model solution, MOUs and DOUs, MOR Reports, account demographics, RFS’s solutioned, technical documentation, meeting minutes and other information.
• Ensure SDOM Dashboard and Web information is correct for their accounts on a monthly basis.
• Translate organizational strategic plans into tactical plans, in consultation with Account Solution Leads.
• Review results of tactical plan implementation & process changes to provide feedback and suggestions for improvement
• Analyze operational metrics to evaluate performance standards and seek solutions to improve processes where needed

Required Technical and Professional Expertise

• Knowledge of Office tools (e.g., Excel, Word, PowerPoint)
• Preferred experience in Application Lifecycle Management (Application Packaging, Software Distribution, Patch Management, Image Management)
• Proficiency in account management and business administration.
• Able to interpret numbers into business performance, derive meaningful insights and crystallize actionable plans to drive results
• Deliver the numbers in every Steerco committee meetings for the clients
• Ensure all the risks are raised in a timely manner and are signed off
• Maintain constant interlocks with the client as well as the account team
• Follow agile methodologies to deliver the service in an efficient manner
• Preferred experience in new technologies such as Intune, VMWare Workspace, Windows 10.
• Good to have knowledge on Digital experience monitoring, SysTrack, Aternity, Nextthing providing workplace analysis, Persona Management

Preferred Technical and Professional Expertise

• None