Service Delivery Manager

IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.

Bottom line? We out-think ordinary. Discover what you can do at IBM.

The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies.

IBM is looking for a Service Delivery Manager. Primary responsibilities will be to perform Project management responsiblites required to standup, tranistion and maintain steady state environments. The SDM role is the interface between IBM Federal Account teams and the Federal Infrastructure Managed Services (FIMS) organzation. The SDM will be responsible to insure new customer IT infrastructures are ordered, built. configured and maintained per the account contract with consideration for the FIMS organzational processes and procedures.

The SDM serves as the interface for the IBM Federal Accoutn team for problem resolution, ticketing requests, including changes and reporting, routine and advanced administration of systems, engaging engineering and architecutre teams for consulting on upgrades, security issues, concerns, documentation and audits, along with other requests from the Federal Account team for infrastructure services.

The candidate selected for this position must be able to obtain and maintain a United States-DoD Secret clearance. The work location for this position is Phoenix, AR.

BENEFITS

Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.

http://www-01.ibm.com/employment/us/benefits/

https://www-03.ibm.com/press/us/en/pressrelease/50744.wss

CAREER GROWTH

Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:

Skill development: helping our employees grow their foundational skills

Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee’s strengths and career aspirations

Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.

CORPORATE CITIZENSHIP

With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!

http://www.ibm.com/ibm/responsibility/initiatives.html

http://www.ibm.com/ibm/responsibility/corporateservicecorps

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Position requires 5 or more years of experience with the following:

Manage all aspects of project transitions for on and off-boarding new customers; including development of project tasks as necessary

Understand the FIMS Offering and provide support for the Project Management Office as the client facing representative of FIMS

Manage steady state support (tickets, changes) for existing customers, and handle the processing of PCRs or requests for scope changes, etc

Manage project financial aspects, including procurement efforts, services cost recovery and forecasting for resource allocation

Ability to collect technical inputs and create cost, service, and solution models for new client proposals

Candidate must have managed an IT team in the past with the ability to communicate complex IT issues to the Federal Account team and end client

ability to obtain a Federal Top Secret Clearance

Preferred 3 or more years of experience with the following:
Knowledge and experience with Data Center hosting, either traditional and/or cloud based environments

Skills in a formal PM discipline (PMI or other PM accreditation is a plus)

Experience with Federal Government contracts, including security compliance guidelines for NIST 800-53 moderate and high impact baselines

Federal Secret or Top Secret Security clearance

Ability to represent FIMS with Bid & Proposal support for new engagements

Demonstrate knowledge of the client’s industry, key business issues, and priorities

ITIL V3 Certification preferred

Ability to pull reports from ticketing systems (ServiceNow preferred)