Delivery Analyst

Job description

Delivery Analyst supervises, coordinates and maintains on a daily basis, the levels of service agreed with and expected by the customer (Service Level Agreements or equivalent documents) while keeping a constant focus on improving the performance of the services provided.

Delivery Analyst is responsible for tracking and reporting on internal workmanship and external customer defects to operators, team leaders, and managers. Work with Analyze defect data in order to identify root causes and implement action plans to prevent future defects and to produce 'best in class' quality work.

Delivery Analyst:
·  Creates of defect prevention investigations and manages the investigation life-cycle
·  Identifies of proactive investigations
·  Drives the Defect Prevention and RCA process within the pool
·  Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports or project defect codes
·  Prepares of daily & weekly metrics and status of defect prevention process
·  Ensures weekly scorecards / RCA / KPI / PHI completed correctly and accurately
·  Under direction of Competency/ SIL/ SL DA, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, locations). Ensures solutions are applied to all appropriate configurations)
·  Maintains interlock with the Service Integration Leader, Country DA Manager and pool accounts' Deliver Portfolio Managers
·  Creates documentation of investigation and implementation plans to resolve issues (e.g. RCA, Service Improvement Plans implementation and monitoring)
·  Works with Green Team members across the location(s) to improve and change the process of Defect Prevention
·  Determines if any solutions can be implemented and/or applicable to other accounts/pools/locations/centers – best practice sharing.
·  Under direction of Competency / SL DA, analyzes and interprets business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations which can be taken to management/customers.
·  Engages with the account teams and clients to enhance the effectiveness of solutions and to increase the awareness of proactive quality improvements
Key skills:
·  Customer and service orientation,
·  Ability to operate well in an international environment and multicultural environment
·  Very good problem solving skills
·  Good knowledge about following tools:
·  Value Stream Mapping,
·  Problem Solving (Kaizen),
·  5 Why, Fishbone diagram,
·  Root cause analysis,
·  Pareto,
·  Process Behavior Analysis (PBA)
·  Reliability
·  Responsiveness and flexibility
·  Teamwork skills
·  High motivation
·  Analytical minded Requirements:
·  Business experience: 2 - 5 years
·  Bachelor's degree/ master's degree
·  English fluent Nice to have:
·  ITIL Foundation accredited.
·  PM Fundamentals
·  Experience in proficiency in authoring tools (e.g. MS Office) and document management tools
·  SIPOC, Gant charts methodology knowledge
·  LSS White/Yellow Belt
·  Effective communication Additional Benefits:
·  Trainings and certifications
·  Private medical package and insurance package
·  Multisport Card
·  Working on international projects in multicultural teams
·  Cinema for IBMers
·  Language classes
·  Summer camps for children
Auto req ID

55092BR
Required Education

Bachelor's Degree
Role ( Job Role )

Primary/Project Pool Rep-Rhythm/Blues/Jazz
State / Province

DOLNOSLASKIE
Primary job category

Technical Services
Contract type

Regular
Employment Type

Full-Time
ERBP

Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

WROCLAW
EO Statement

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.
Required Technical and Professional Expertise

N/A

Country

Poland
Preferred Technical and Professional Experience

N/A
Secondary Job Category

Other Technical Services
Eligibility Requirements

• English fluent