Service Delivery Manager

Description:

This role is the primary contact between the DPE and delivery support organization. They are an integral part of the account planning and delivery support strategy. They support the DPE and/or PE as the service delivery advocate. They proactively monitor the problem and change process and manages problem and change issues and alerts as needed. They work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business. They help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They lead and direct the delivery team with direction from the DPE/PE and may be assigned to one or more accounts depending on their size and complexity. They monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner.  Responsibilities include: - Provide DPE/PE single point of contact and be the advocate between Service Delivery and the DPE/PE/Customer - Manage cost including annual DOU/interlock plan negotiations between service delivery and the DPE/PE - Ensure positive customer satisfaction and customer relationship is maintained - Manage delivering to contract performance standards and client measurements - Drive/Manage service quality and improvement of service delivery processes - Participate in the (O)/U cost/recovery management with the DPE/PE - Continually identify ways to reduce cost delivering the services and improve service - Deliver on service commitments - As directed by the DPE/PE, drive/manage subcontractors/third party providers - Participate in Technical proposal preparation and submit to DPE/PE for review and approval - Participate in account plan/strategy - Understand customer requirements and business opportunity/requirements identification, guidance, support and closure - Provide technical support and participate in the Change Control Board and/or change control process - Provide account leadership/direction and technical support - Participate in response to RFS's on behalf of the delivery organization - Drive/participate and coordinate audit readiness and GSD331 compliance for delivery - Drive/participate and coordinate crisis management
 

Responsibilities:

Participates in an on call rotation.  Provides impact statements
Assists the duty manager in ensuring the proper level of support is engaged for all lvl 1s
Help expedite escalations if needed.
Distributes lvl 1 communication at the 2 hour mark via lvl 1 Communication Process & Template
Ensures the DM is distributing the OneViews in a timely manner with quality status updates.
writes, distributes, and seeks approval for yearly DoUs
Works as a partner with EOs to facilitate communication with IBM account teams and ensure customer needs are prioritized
Maintains accurate billing for all steady state accounts and sends out monthly bills
Hosts steady state OMT monthly
Manages interlock with matrixed teams (AIX, IS, BSO)
Maintains all account data in IPC account details database