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
In the role of Integrated Service Manager, you will do activities associated with the day-to-day management of the contracted service. You will be focused on the management of all contractual commitments and will engage with to integrate new or changing strategies. You will also own some delivery, and partner relationships with and act as the primary interface for day to day activities on service.
Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration
Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management
Act as lead of Service Management Team and ISM Processes for an account or set of accounts
Lead trending / process improvements – reduction in overall Incidents, failed changes etc
Lead ISM Process awareness across all Service lines and provide education if required
Revise, Review and ensure approval of ISM Process Account Level PIMs
Interlock with People Managers on resolving issues which impacts the ISM activities performed by delivery
Maintain working relationship with client on Operational matters with DPE owning client issues
Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate Introduction
Internal and external trainings and certifications
Upskilling programs, wide possibilities of skills’ development
Private medical package and insurance package
Cinema, ski and mountain trips for IBMers
Holiday camps for children
Discounts for IBMers (for wide range of services/products)
Social Fund benefits
Required Technical and Professional Expertise
Minimum 3 years of experience with management of IT delivery or roles such as an Incident Manager, Problem Manager, line Manager or equivalent function.
Minimum 1 year of experience with both technical and functional environments of banking clients, allowing you to understand, participate and moderate major incident and crisis meetings with a large variety of Luxembourg banking clients and client actors, both national and cross border
Ability to show leadership in crisis meeting, stress resistance, ability to take overall coordination in a major incident and crisis situation
ITIL certification or relevant experience showing strong process-oriented mind
Preferred Technical and Professional Expertise
Strong client and service-oriented mindset
Excellent proven soft skills (team building, motivation, communication, influencing, negotiation, trust building, conflict management, coaching, leadership, ownership, decision-making, etc).
Excellent knowledge of English (oral and written). French is a real advantage
Excellent documentation and presentation skills
Technical knowledge of various IT domains such as Windows, Unix, Linux, Mainframe, Middleware, Storage, Telecom, Security, etc.
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!
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.
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.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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.