Results-Oriented Service Delivery Lead

hace 2 días


San Francisco, Heredia, Costa Rica Ibm A tiempo completo

Overview

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Ibm Systems helps IT leaders think differently about their infrastructure. Our systems power the world's most important industries and our clients are the architects of the future. We understand that innovation is key to our success, and we strive to be the catalyst that makes the world work better.

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Job Summary

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We are seeking a Results-Oriented Service Delivery Lead to join our team. As a leader in our organization, you will be responsible for managing day-to-day team activities and meeting operational goals. You will ensure responses and SLAs are met as per the scope of work, and be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions.

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Responsibilities

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  • ">
  • 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).">
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    • Requirements">
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      • 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 Qualifications">
        • ">
        • Track record of developing team skills and careers.">
        • Advanced knowledge of IBM Logo products and supported technologies.">
        • Second foreign language is considered an advantage.">


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