Job Description:
Responsible for the development, customisation and implementation of Service Management work products (deliverables) reporting to a Service Management Project Manager within a Service Commencement Readiness (SCR) or Service Management Transformation Project as part of a Strategic Outsourcing Transition / Transformation Project for a specific customer aligned to IBM / EMEA SM Standards. Working as part of the Service Management Transition / Transformation project team from a people, process, tool and technology perspective capable of delivering the Customer’s / IBM’s agreed objectives (including Customer Value Proposition, IBM’s contractual obligations, cost, compliance, customer satisfaction target) aligned to the wider IBM Service Delivery Model. Specific responsibilities include project delivery of 2-3 of the following Service Management Transition / Transformation components against agreed project scope, schedule, quality, customer satisfaction levels based on EMEA Service Management Transition and Transformation standard example work products (deliverables):

Scope:
? SM Processes:
Leading customisation and implementation of an “integrated” Service Management process (Problem Management, Change Management, Major Incident Management, Escalation Management / Executive Alerting, Disaster Recovery / IT Continuity, Measurements & Reporting, Service Level Management, Supplier Management) and tool solution aligned to IBM Process Architecture / ITIL Standards.
? Enterprise Tools:
Leading account customisation, build and implementation of Maximo, Remedy, Assyst, Peregrine or other enterprise tool deployment working in-conjunction with technical teams aligned to IBM and Industry Process/tool Standards.
? Operational Baselines:
Development of reports outling current level of service provision e.g. DR Capability vs. IBM Standards as part of Service Commencement Readiness project.
? Management System:
Customisation and implementation of DPE Management System and support components including DAMS, Documents of Understanding and Service Responsibilities Matrix (SRM) development with internal / external suppliers.
? Reporting:
Leading set-up, customisation and implementation of SLA, Operational and Management Reporting in-conjunction with other competency / technical teams to IBM Standards (includes GSMRT or other reporting tool development using Visual Basic, Excel, Crystal Reports, Actuate or similar tools).
? Organisation:
Coordinating implementation of target Account Service Management organisation in-conjunction with BAU Service Management teams to IBM Standards.

~ Ensure effective communication with Project team, Customer representatives and other stakeholders and acting as ambassador for the EMEA Service Management New Business organisation.
~ Providing project status reports to Service Management Project Manager and identification of risks, issues, changes on a regular basis.
~ Ensuring sign-off for all project deliverables against documented and agreed completion criteria.
~ Completion of SM New Business Mandatory Closure Activities.
~Ensuring that all documentation is audit worthy and completion of a harvest of IBM’s intellectual capital.


Mandatory Skills:
~ Ability to delivery in a dynamic / pressurised environment.
~ Knowledge / Understanding of Service Delivery & Outsourcing environments.
~ Knowledge / Experience of Service Management Disciplines.
~ Knowledge / Experience of two Service Management discipline areas outlined above (see Process, Tools, Management System, Reporting, Organisation descriptions).
~ Understanding of ITIL.
~ Effective Communication & Presentations Skills (Oral & Written).
~ Exposure to Project working environments.
~ Organisational Skills.
~ Problem Solving / Analytical Skills.
~ Ability to collaborate across organisational boundaries.
~ Maximo / Reporting Roles - Technical Aptitude.

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