Manager - IT Projects & Solutions

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. 

o   The 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

o   Manages 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)

o   Identify 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

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

o   Provides 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

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

o   Support overall customer relationship and customer satisfaction

o   Responsible for Security and audit compliance, reviews & actions

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

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

o   Reporting 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

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

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

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

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

o   Knowledge of IT Infrastructure / Architecture including Windows, Network, Voice

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

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

o   Presentation skills & Communication Skill (Client Facing)

o   Understanding of Windows, LAN/WAN 

o   Business Analytical skills on various financial services

o   Project Management skills

o   Financial management for the account in multi-geography delivery centers

o   Project management methods

o   Understanding the IT Network architecture on various platforms

o   Understanding of ISO 27001, 22301, all regulatory Data Privacy guidelines

o   Business Communication Skills on client facing role

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

o   Understanding of ISO27001 and corporate audit guidelines