Global IT CSM's are Account focused and assigned to Complex, Multi Delivery Centre deals, usually with additional accountability for regional IT Client Service Managers and /or Client Service Advisory assigned to support the contract.
A Global IT CSM has a minimum of 5+ years experienced managing numerous medium sized deals/deliveries from one or more Client Centres.
Your Role And Responsibilities
The single point of contact on end-to-end technology for the PMO: Assets, Infrastructure, Third Party Services, other IBM technology delivery organizations, and the Client
Manages business as usual IT contractual cost, schedule, and service or product deliverables as they relate to the IT delivery organization. (40% + allocated to account required)
Identify opportunities and drive CTO initiatives within the account. Work on IT enabled and involved processes to initiate Six Sigma (BB/GB/YB) projects to drive cost reduction
Ensures formulation, development, implementation, and delivery of technical solutions is integrated with the business solutions.
Provides Account IT leadership to the IT service delivery team and directs teams to develop program, project, product, and business strategies, and implement resulting solutions to meet contract deliverables
Manages partnerships between the Project Office, Clients, Internal IBM BPS IT Delivery and 3rd party IT Delivery organizations.
Support overall customer relationship and customer satisfaction
Responsible for Security and audit compliance, reviews & actions
Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)
Ensure that IMACs and Service Requests are action in line with contract commitments
Reporting in IT Governance Status Meetings / Reports with PMO (Open IT DPE Actions, RAIL items, and Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
Creating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)
Responds to client IT requirements as specified in the contract or Statement of Work (SOW), or through the PMO contract change control process.
From Account perspective, manages matrix of IBM IT resources and coordinates client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
Knowledge of IT Infrastructure / Architecture including Windows, Network, Voice
Knowledge of ITIL V3 Framework (Incident, Problem & Change Management Process Knowledge)
Understanding of standards i.e., ISO/IEC 27001:2013, ISO 22301 Business Continuity & All regulatory controls including GDPR, and other Data Privacy regulations.
Presentation skills & Communication Skill (Client Facing)
Understanding of Windows, LAN/WAN
Business Analytical skills on various financial services
Project Management skills
Financial management for the account in multi-geography delivery centers
Preferred Technical And Professional Experience
Project management methods
Understanding the IT Network architecture on various platforms
Understanding of ISO 27001, 22301, all regulatory Data Privacy guidelines
Business Communication Skills on client facing role
Understanding of various Workflow and automation solutions in IT related to financial services
Understanding of ISO27001 and corporate audit guidelines
