Technical Support Delivery Manager

hace 9 horas

Heredia, Costa Rica Ibm A tiempo completo

**Introduction**
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**
IBM Power Systems uses enhanced analytics and leverages a global infrastructure and years of experience to deliver outstanding hardware and software services to our customers, 24X7 worldwide.
In a very real sense we keep the modern world operating smoothly by delivering first rate service for our customers and your role is to help to ensure that we deliver on our promise of excellent service while also developing the skills and careers of your team.
We are looking to hire a Remote Technical Support Delivery Manager with a client-first mindset, who is also curious and eager to learn.
In this challenging role, the Delivery Manager will lead a team of technical support engineers as part of a global structure with a 24X7 support model.
He/she will need to be proactive to ensure smooth team operations and effective collaboration between cross functional teams.
Expect to assess skills requirements and execute training plan including soft skills.
In this role, he/she will be expected to drive and meet all operational metric requirements and to be flexible in his/her working practices.
**Responsibilities**:

- Manage day to day team activities and meet operational goals.
- Ensure responses and SLAs are met as per the scope of work.
- Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions.
- Support our customers with excellence and empathy and client crisis management.
- Collaborate with other support teams and drive engagement of other skills and resources as needed to resolve customer problems.
- Support and encourage innovation within your team and influence the extended organization with best practices.
- Support and implement the business strategy of the division.
- Carry out people management activities, including annual goal setting and performance assessments, developing and coaching team members for skills and career growth and addressing poor performance as necessary.
- Identify and implement solutions for improvement of the work processes in his/her field of responsibility.
- Maintain business controls and HR/Employee labor law obligations.
- The job might require flexible schedule to ensure 24x7 support operations or on-call coverage (as applicable).
**Required Technical and Professional Expertise**
- Minimum 2 years of previous people management experience in a technical support role.
- People management experience in leading technical teams.
- Excellent knowledge of IT operations, infrastructure services support, operations monitoring and end user support.
- Excellent organizational, communication and presentation skills.
- Excellent computer skills - MS Office.
- Strong analytical and problem-solving skills.
- Experience in crisis management and client interaction.
- Fluency in English - both verbal and written.
- Bachelor's Degree.
**Preferred Technical and Professional Expertise**
- Track record of developing team skills and careers.
- Advanced knowledge of IBM Logo products and supported technologies.
- Second foreign language is considered an advantage.
**About Business Unit**

IBM Systems helps IT leaders think differently about their infrastructure.
IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues.
Our systems power the world's most important industries and our clients are the architects of the future.
Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.
They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers.
The courage

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