Delivery Support Specialist - BPO / Workforce Management Processes

Job description

The IBM Client Innovation Center for Technology Support Services (TSS) is the newest center in Sofia, Bulgaria launched at the end of 2013. It is the biggest Global TSS center in the world. The high-tech center provides end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software. It has divisions specialized in multi-vendor support, service design and planning as well as global information and analytics. The center brings also extended expertise in services related to Predictive Maintenance, Augmented Reality and Blockchain.

For our Global Multi-Vendor Services Delivery Transformation team we are looking for an enthusiastic, passionate and analytical individual to join our team on the role of Delivery Support Specialist - BPO / Workforce Management Processes.

The main key activities of this role will be covering:

·  Preliminary consolidation of GEO Seat Validation/ GSB submission requests
·  Work with GSB focals as needed to validate or clarify submission details
·  Assist with BPO/Seat Validation reviews and analysis using defined TSS workforce management tools to validate capacity and bench resource availability
·  Meet with TSS GEO and global team focals to review SV/GSB requests as required or according to regular cadence
·  Work with reports from HR to reconcile GSB approvals and executed hiring
·  Final consolidation of GEO Seat Validation/ GSB submission requests
·  Release of Seat Validation Authorizations to GEOs
·  Perform analysis and reporting on SV/GSB Labor
·  Provide daily/weekly/monthly reporting deliverables to the TSS Executive and management team
·  Identify data trends and highlight deviations
·  Perform ad hoc duties in accordance to business needs
Auto req ID

330624BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
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

Sofia
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.
Required Technical and Professional Expertise

Education and professional experience
·  Bachelor's Degree (or equivalent) in relevant subject
·  2 years of experience in reporting and/analysis Language skills
·  Fluent in English (both verbal and written) Skills and Competencies
·  Good understanding of TSS MVS delivery models (RTS/ Field)
·  Advanced MS Office and Excel skills - pivots, advanced formulas, smart analytics
·  Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
·  Proven executive level presentation and communication skills
·  Ambitious individual who can work with minimum supervision and under their own direction towards agreed targets/goals and with creative approach to work
·  B ackground in WFM, delivery operations would be considered an advantage
Country/Region

Bulgaria
Preferred Technical and Professional Experience

·  none
Secondary Job Category

Other Product Services
Eligibility Requirements

N/A
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
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 Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.