The Delivery Project Executive (DPE) is the cornerstone to Service Delivery Excellence. The DPE participates in the pursuit, qualification, and design of both new strategic outsourcing engagements and incremental business opportunities, and deliver a broad range of application management and managed operations services to IBM's strategic outsourcing customers across Australia and New Zealand.
DPE’s are ITD's interface to customers. They ensure that the services provided to individual customers, either internal or external meet the terms and conditions of contracts, achieve Service Level Agreement (SLA) objectives and achieve a high level of customer satisfaction. They also ensure that projects for which they are responsible, meet financial, time and customer satisfaction objectives.
The DPE may be responsible for any number of clients depending on the effort solutioned for each client. They will take direction and seek guidance on issues relating to tools, processes, and priorities from the Manager, Service Management.
The DPE will become the central point of contact for the client relating to service delivery issues. They will co-ordinate and manage through to successful closure any delivery issues. During the normal course of their job, they will need to recognize business opportunities that could grow the revenue and gross profit of the account, ensuring they are brought to the notice of the appropriate channels.
Responsible for the achievement of SLA objectives and compliance with Contract terms and conditions relating to Strategic Outsourcing.
Complies with all aspects of Service Delivery Management process.
Supports Strategic Outsourcing with a view to improving the performance against contracts and contributes to achieving service level and productivity commitments.
Responsible for the provision of ad-hoc education (seminars, workshops etc) on new or changed customer contracts and requirements, processes and procedures, and including education for customer personnel.
Ensures Service Delivery complies with the IBM GTS Quality Assurance procedures.
Gives technical support and consultancy to the Marketing Support team and ITD departments in the areas of engagement support, specifically in Solutions Design, and in the Transition phase of contracts involving Service Delivery commitments.
Implements and ensures compliance with documented key Operations Management practices and procedures specifically for Problem, change, Call Management and Request for Service Processes.
Responsible for the provision of SLA and performance reports as contracted.
Responsible for the identification and execution of opportunities to improve performance against the business plan relating to Service Delivery.
Responsible for the achievement of financial, time and customer satisfaction objectives for assigned Clients and related projects.
Co-ordination (and escalate where required) of resolution of issues impacting on service delivery.
Responsible for escalation of Critical Situations in Service Delivery.
Understand the implications of any changes in technology and how these affect or can be applied to the client.
Maintain a business relationship with IBM technical service providers to ensure that the services to the client meet or exceed agreed SLA's.
Define with the customer all SLA's.
Regular monthly reporting on SLA's attained and capacity utilisation statistics.
Perform regular meetings with the client regarding service delivery.
Required Technical and Professional Expertise
Demonstrated IT Service Delivery Management experience in a senior position.
Excellent current working knowledge of ITIL good Practice.
ITIL V3 certified (preferably Expert level).
Excellent leadership skills.
Budgeting and cost management experience.
Preferred Tech and Prof Experience
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.