IPC Manager

Job description

This role supervises, coordinates and maintains on a daily basis, the levels of service agreed with and expected by the customer (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. Note: This role is scalable, i.e., for small contracts the Service Manager or Deputy Project Executive would typically execute this role as well. They represents the customer viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract.
Responsibilities:
- Be the first Service Management contact point for the delivery organization for all the "operational activities of the customer".
- Assume the leadership and the operational responsibility for the resources (from the Operational Competencies) allocated to the customers or services under his responsibility.
- With agreement from the Service Manager or Deputy Project Executive, be the customer's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts.
- Own the operational Service or Customer documentation used within the delivery organization and assume responsibility for its update.
- Assume responsibility for updating the hardware and software inventories in accordance with asset management processes.
- Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer and support the Service Manager or Deputy Project Executive in the service status meetings held with the customer.
- Raise requirements to the relevant delivery organization functions in order to improve efficiency.
- Provide the Service Manager or Deputy Project Executive with reports on workload monitoring.
- Participate in contractual customer meetings upon the SM/DPE's request.
- Obtain the Service Manager or Deputy Project Executive's agreement to providing additional resources which may affect costs.
- Support the Service Manager or Deputy Project Executive in the establishment of customer satisfaction measurements with regard to due services.
- Ensure the coherence of the backup and data recovery plan.

Auto req ID

51926BR
Required Education

Associate's Degree/College Diploma
Role ( Job Role )

Service Coordinator
State / Province

SELANGOR
Primary job category

Technical Services
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

Bachelor's Degree
City / Township / Village

CYBERJAYA
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

- Understanding of the ITIL disciplines within a commercial environment.
- At least 3 years of relevant IT experience within Incident, Problem- and Change Management.

Country

Malaysia
Preferred Technical and Professional Experience

-ITIL Accredited.
-Experience in three SMDC disciplines.
-Experience on delivering within a Service Management environment.
-Understands the Service Management processes and systems.
-Understands and can explain ITIL disciplines.
-Previous PCM experience or has successfully performed in several roles on an account.

Secondary Job Category

Other Technical Services
Eligibility Requirements

- Associate's Degree/College Diploma
- At least 3 years experience in Has relevant IT experience within Incident, Problem and Change Management