Introduction

Global IT CSM's are Account focused and assigned to Complex, Multi Delivery Centre deals, usually with additional accountability for regional IT Client Service Managers and /or Client Service Advisory assigned to support the contract.

A Global IT CSM has a minimum of 5+ years experienced managing numerous medium sized deals/deliveries from one or more Client Centres.

Your role and responsibilities

oThe single point of contact on end-to-end technology for the PMO: Assets, Infrastructure, Third Party Services, other IBM technology delivery organizations, and the Client

oManages business as usual IT contractual cost, schedule, and service or product deliverables as they relate to the IT delivery organization. (40% + allocated to account required)

oIdentify opportunities and drive CTO initiatives within the account. Work on IT enabled and involved processes to initiate Six Sigma (BB/GB/YB) projects to drive cost reduction

oEnsures formulation, development, implementation, and delivery of technical solutions is integrated with the business solutions.

oProvides Account IT leadership to the IT service delivery team and directs teams to develop program, project, product, and business strategies, and implement resulting solutions to meet contract deliverables

oManages partnerships between the Project Office, Clients, Internal IBM BPS IT Delivery and 3rd party IT Delivery organizations.

oSupport overall customer relationship and customer satisfaction

oResponsible for Security and audit compliance, reviews & actions

oCommunicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)

oEnsure that IMACs and Service Requests are action in line with contract commitments

oReporting in IT Governance Status Meetings / Reports with PMO (Open IT DPE Actions, RAIL items, and Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements

oCreating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)

oResponds to client IT requirements as specified in the contract or Statement of Work (SOW), or through the PMO contract change control process.

oFrom Account perspective, manages matrix of IBM IT resources and coordinates client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.

oOwns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.

Required education
Bachelor's Degree

Preferred education
Master's Degree

Required technical and professional expertise

oKnowledge of IT Infrastructure / Architecture including Windows, Network, Voice

oKnowledge of ITIL V3 Framework (Incident, Problem & Change Management Process Knowledge)

oUnderstanding of standards i.e., ISO/IEC 27001:2013, ISO 22301 Business Continuity & All regulatory controls including GDPR, and other Data Privacy regulations.

oPresentation skills & Communication Skill (Client Facing)

oUnderstanding of Windows, LAN/WAN

oBusiness Analytical skills on various financial services

oProject Management skills

oFinancial management for the account in multi-geography delivery centers

Preferred technical and professional experience

oProject management methods

oUnderstanding the IT Network architecture on various platforms

oUnderstanding of ISO 27001, 22301, all regulatory Data Privacy guidelines

oBusiness Communication Skills on client facing role

oUnderstanding of various Workflow and automation solutions in IT related to financial services

oUnderstanding of ISO27001 and corporate audit guidelines

Years of Experience:
5-8