Delivery Manager

Job description

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

Leads the service delivery team according to defined scope of services, statements of work, documents of understanding, and inter-company agreements.

Demonstrates strong / effective knowledge and experience in providing operational support for the contract.

Able to apply knowledge of current Project Management Methodologies (WWPMM), processes, and tools.

Capable of managing their assigned segment of the account, effectively meets commitments, has a good understanding of potential issues and is able to take corrective action, and make appropriate trade off decisions to meet cost objectives.

Ensures that Client needs are satisfied through the formulation, development, implementation and delivery of process solutions in response to Client requirements expressed in approved service requests.

Responsible for the overall project plan, budget, structure, schedule and staffing requirements for the delivery organization.

Manages efforts of IBM and Client employees as well as third-party vendors to ensure that an integrated solution is provided to meet the Client needs.

Possesses expert level knowledge is required across PM methodologies, emerging technologies and technical architectures pertaining to the Client served, and the vision to influence the Clients' actions.

Holds overall responsibility for cost, schedule and contractual deliverables.

Must have an understanding of Planning (strategic planning, P&L and balance sheet planning, HR planning, capital planning, project planning,production and capacity planning, sales and operational planning, etc.), forecasting (long-range forecasting, rolling forecasts, cash flow forecasting, etc.), modeling, and financial close.

Required Technical and Professional Expertise

Minimum of 7 years in a Operations Manager role

C1+ proficiency in English and native fluency in Spanish, both written and spoken.

Ability to work in shifts to support hours of operation: Sunday through Saturday, 9am-11pm EST.

Excellent communication skills, problem-solving ability, a strong focus on delivering exceptional customer service, and experience in Finance.

A relevant degree or equivalent experience in customer service or a related field.

Able to demonstrate experience on Cost Management, Client Satisfaction, Knowledge Management, Environment/Business

Controls, Communication/Negotiation, Conflict Management, Thought Leadership, Measurements, Problem Solving, Contribution/Leadership, Strategy/Innovation, Impact on Business/Scope

Preferred Technical and Professional Expertise
Preferably supporting clients with US operations (B2C)