6 days old

Integrated Services Manager (ISM) Lead

Singapore, SOUTH EAST
  • Job Code

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
The Market ISM Lead will cover the day-to-day overall management of the ISM and Quality process.
This role ensures that all activities related to ISM and Quality of Market Delivery health are being performed and adequately staffed.
Some activities will require the Market lead to work with other service Lines (E.g.: Distributed, Network, Risk and Compliance, Client Excellence etc)

Responsible for -
ISM Operations:
ISM is the provision of processes, people, tools and operational support to fix, install and modify manage IT resources / platforms in a logical and orderly fashion, in order to maintain the stability of service delivery. It acts in a preventative manner when trends become apparent and dynamically monitors the health of delivery.
Ensure all ISM metrics/KPIs are met across all accounts in the Market
Acting as a focal point for escalation in situation management
Drive Major Incident Management for all critical incidents in the market
Lead improvement projects to address client concerns and Improvement initiatives example: Reducing the number and duration of meantime to recover of Sev1/ Sev2, proper config / release management, change management and RCA analysis feedback to the Service Lines
Standardize processes across all accounts and ensure proper process implementation and transition handover in new accounts
Improve quality and client reference ability by addressing systemic root causes via a robust IPC, Config/ release /process management system to improve green status and SLA attainment;
Ensure Security Inventory Management process is followed across accounts and the Process Compliance is adhered
Lead all Audit and Reviews for accounts in the market related to ISM processes

Quality and Delivery Health
Reviewing reported status from accounts, using standard tools (CDH, One View, Client Alert System, Medallia)
Establishing Market Quality Management aligning with IOT system to include standard KPIs, SLA Weekly Reporting, Account Level Quality Improvement Programs, Contacting and discussing status with account staff where required.
Inspecting the situation for delivery on the account against expected baselines
Determining recovery actions to be taken based on the situation (which could include such actions as initiating a review or Service Improvement Plan)
Monitoring execution of the recovery actions
Assigning staff to assist the account from a situation management or review perspective
Prioritizing work activities
Escalating exceptions as required
Identifying and making recommendations for process and procedure improvements
Providing appropriate education to process users

Analyze/Manage Account Health Indicators
Contact Top Accounts
Determine Account Exclusion Status (from delivery health reporting)
Determine Recommended Action & Discuss Conditions with Account Management (DPEs)
Review Account Health Status Reports

Account Health Exclusions Report
Account Health Status
Documented Requirements for Process Improvements
Issue Resolution Solution
List of Excluded Accounts
Stakeholder (IOT, Account, Market Delivery Exec) Communication

Required Technical and Professional Expertise
As above

Preferred Technical and Professional Expertise
As above

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking.If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS isthe place for you!

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-09-15 Expires: 2019-10-15

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Integrated Services Manager (ISM) Lead

Singapore, SOUTH EAST

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