16 days old

Service Delivery Manager

Washington, DC 20004
  • Job Code

IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.

Bottom line? We outthink ordinary. Discover what you can do at IBM.

The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies.

Your Role and Responsibilities
The Service Delivery Manager (SDM) is the primary liaison between our client/program team(s) and the cloud shared services team(s). This role is responsible for having a clear understanding of the scope commitments, project dynamics, and works closely with the PM and TDM to plan and prioritize activities to be fulfilled by the shared services team. The SDM is also the project teams initial escalation point. The SDM can bring end-to-end visibility into how assigned work aligns with clients mission and further assist in prioritizing fulfillment/resolution. Accountable for the following:
  • Improve NPS scores related to CSS scope by working closely the Program team
  • Client-first is number one priority - Embody the client ethos, and work with sense of urgency, be proactive, and build credibility and trusted relationships with programs and clients. [Ownership, Communication and Closure]
  • Delivery Management: Work closely with the client/program team and Technical Delivery Manager (TDM) to deliver CSS scope commitments per the contract
  • Organic Growth: Identify and close PCRs to grow the account
  • Work closely with the program manager to identify new organic growth opportunities (PCRs), track contract extensions and participate in the proposals. This can be done in conjunction with the PM

Required Technical and Professional Expertise
  • Strong client communication and business skills are required for direct client interaction
  • Ability to work across a matrix environment
  • Strong PM and organization skills inc. forecasting, scheduling, CSS cost management, Quality mmgt
  • Experience in managing infrastructure and/or cloud engagements
  • Deliver on established client SLA, Monthly Deliverables and Weekly Metrics while maintaining high client satisfaction rating
  • Must be organized, responsive to fast moving events, ability to problem solve, and team building a must
  • Self motivated but willing to work in concert with peers to solve overall client challenges
  • Continue to learn and grow clouds skills e.g. Hybrid Cloud offerings

Preferred Technical and Professional Expertise
  • Project Management 5+ yrs
  • Strong leadership skills 5 yrs
  • Presentations skills 3 yrs

About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter business by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM

Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.


Career growth

Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:

Skill development: helping our employees grow their foundational skills
Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employees strengths and career aspirations
Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.

About IBM
Corporate citizenship

With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!


Location Statement
US Citizenship required.

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: 2019-10-30 Expires: 2019-11-29

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Service Delivery Manager

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