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 Role and Responsibilities

　　We are seeking an experienced IT Service Manager specializing in IT Operations to lead and optimize our IT service delivery. The ideal candidate will bring a wealth of knowledge in capacity management, SLA oversight, problem resolution, stakeholder management, ticket analysis, and effective escalation procedures. If you are a strategic thinker with a proven track record in IT service management and a focus on operational excellence, we invite you to join our dynamic team.

　　Responsibilities:

　　Capacity Management:

　　Develop and implement capacity management strategies to ensure optimal performance of IT systems.

　　Regularly assess current and future capacity requirements and proactively address any gaps.

　　SLA Management:

　　Define, monitor, and report on Service Level Agreements (SLAs) for IT services.

　　Collaborate with cross-functional teams to meet or exceed SLA targets and drive continuous improvement.

　　Problem Management:

　　Establish and oversee effective problem management processes to identify root causes of incidents and prevent recurrence.

　　Work collaboratively with technical teams to implement long-term solutions and improvements.

　　Stakeholder Management:

　　Establish and maintain positive relationships with key stakeholders, both internal and external.

　　Act as the primary point of contact for IT service-related communications.

　　Ticket Analysis:

　　Oversee the analysis of incident and service request tickets to identify trends and areas for improvement.

　　Implement measures to reduce the volume of recurring issues.

　　Escalation Management:

　　Develop and implement an effective escalation process for critical incidents.

　　Ensure timely and appropriate communication during escalations to minimize business impact.

　　Required Technical and Professional Expertise

　　Proven experience in IT service management, with a focus on IT Operations.

　　In-depth knowledge of capacity management principles and practices.

　　Strong understanding of SLA frameworks and proven experience in SLA management.

　　Stakeholder management skills with the ability to communicate effectively at all levels.

　　Analytical mindset with the ability to analyze ticket data and derive actionable insights.

　　Experience in designing and implementing escalation processes for incident management.

　　Preferred Technical and Professional Expertise

　　ITIL certification is highly desirable.

　　Proficiency in IT service management tools and systems.

　　Excellent interpersonal and communication skills.

　　Strong problem-solving and decision-making abilities.

　　Project management skills with the ability to manage multiple tasks simultaneously.

　　About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

　　This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

　　Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

　　Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

　　Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

　　Are you ready to be an IBMer?

　　About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

　　Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

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

　　Being You @ IBMIBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.