Delivery Project Executive

Job Description

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
Responsibility Summary
The primary focal point for IBM service delivery in support of the client's operational environment. Leads the service delivery team according to defined scope of services, statements of work, documents of understanding, and inter-company agreements. Demonstrates strong / effective knowledge and experience in providing operational support for the contract. Able to apply knowledge of current Project Management Methodologies (WWPMM), processes, and tools. Capable of managing their assigned segment of the account, effectively meets commitments, has a good understanding of potential issues and is able to take corrective action, and make appropriate trade off decisions to meet cost objectives.

• Effectively manages and implements Business Controls Methods, Tools, and Processes and ensures audit readiness.
• Provides expert leadership to support team to meet defined objectives
• Prior experience supporting Banking clients preferable

Details:
Cost Management
Provides leadership to service delivery team for delivery financial/cost management by ensuring resource commitments are met, continuous productivity initiatives are implemented, and creative cost reduction solutions are identified and implemented. Ensures cost case met and contributes to achieving gross profit requirements.
New Opportunities
Works with the PE to develop and/or identify business opportunities, requirements, the scope of work, and provides direction to technical team members. Assigns tasks, validates technical solutions, identifies associated cost factors, and ensures technical QA (Quality Assessment) is performed. Develops and/or coordinates development of technical segments of the proposal, reviews all technical segments for soundness, and able to articulate to PE / client.
Client Satisfaction
Implements client satisfaction programs to ensure services are on a continuous improvement plan to reduce cycle time, eliminate defects, and improve time to delivery. Ensures service delivery client satisfaction objectives, contract costs, and service level agreements are met.
Knowledge Management
Participates in IBM Global Knowledge sharing and management which is key to IBM’s success. Participates in and responsible for the creation, harvesting, protection, and reuse of IBM’s Intellectual Capital. Individuals will participate actively in knowledge sharing activities like communities of practice, forums, conferences and/or other knowledge exchanges.
Environment/Business Controls:
Understands IBM's strategic direction for the account as it relates to the industry and client's strategic direction. Primary focal point for IBM delivery services in support of client's operational environment. Demonstrates strong / effective knowledge and experience in providing operational support for the contract. Performs service delivery Crisis Management, maintains an audit ready posture and meets all business control requirements. Manages global delivery resources and services. Effectively manages and implements Business Controls Methods, Tools, and Processes which include System Management Controls, Requests For Service, DS&P (Data Security & Privacy), and Program Change Requests, and ensures documentation is audit ready.
Communication/Negotiation:
Manages and leads teams / individuals, provides guidance and effectively communicates contract objectives, sets direction, scope and commitments. Negotiates with team members, suppliers, and vendors on the schedules for delivery of services. May participate in client negotiations. Understands changes, and subsequent impact to the delivery of the contract, and is able to communicate these changes effectively to the service delivery team.
Conflict Management
Understands and manages potential service delivery conflicts between IBM and the client. Implements effective tactics and solutions to eliminate these challenges and works with the PE / client to articulate benefits. Effectively negotiates with PE / Service Delivery Personnel on financial interlock and continuous cost improvement on an annual basis during Fall Plan and on an ongoing basis for new business, contract addendum, scope changes, and cost challenges.
Thought Leadership
Ensures value / thought leadership is provided to service delivery issues. Effectively interacts with functional management within IBM / client organizations. Provides appropriate information to PE / client's functional management highlighting IBM’s service delivery performance on the contract.
Measurements
Understands, develops and implements metrics appropriate to manage service delivery performance. Implements appropriate reporting cycles, processes and tools. Analyzes metrics for trends, exceptions and anomalies, and investigates further to take appropriate action. Leverages the infrastructure and total resources / capabilities of IBM including technologies, products, services and subject matter experts to achieve service delivery objectives.
Problem Solving:
Ensures continuous and effective services are provided based on the contract terms and conditions. Identifies areas where continuous improvement can be applied and takes the initiative to develop, recommend and implement modifications to processes and procedures. Defines and resolves problem situations and evaluates associated risks. Proactively develops and implements Risk Management plans to mitigate problems. Establishes plans and uses techniques which prevent recurrence of problems. Communicates these plans to the team and ensures implementation and continuous improvement closed-loop problem solving.
Contribution/Leadership
Able to articulate client's business drivers, strategy, objectives, critical success factors, competition, and industry trends / impacts to ensure continuous delivery of quality services. Understands and develops service delivery client satisfaction plans / programs which include defect elimination, cycle time reduction, and incremental improvements which are continuously applied to client satisfaction initiatives. Recognized by the PE / client as the service delivery single point of contact for IBM and considered a subject matter expert by PE / client's executive management.
Strategy and Innovation
Able to articulate IBM Business Unit Strategy and applies these strategies to the delivery of services for the client's environment. Works with PE / client and provides guidance to formulate business strategies to assist them in applying information technology and/or services in support of the contract. Conducts deliverable reviews and ensures on time delivery within cost targets of contract elements.
Impact on Business/Scope
Continuously identifies, plans, tracks, controls and manages all aspects of service delivery performance including resource investments, deployment and utilization of resources, funding and financing service delivery projects, measuring performance against plan to optimize profit. Responsible for service delivery client satisfaction and exceeding / meeting quality target objectives for the client.
Required Technical and Professional Expertise

• The primary focal point / owner for service delivery activities on a large complex IT Infrastructure Outsourcing contract.
• Develops service delivery client satisfaction programs which include defect elimination, cycle time reduction, and incremental improvements.
• Ensures on time delivery of contract service delivery deliverables and attempts to improve on the timing.
• Responsible for cost, develops alternative cost strategies, and continuously ensures cost effectiveness, efficiency, and continuous improvement of service delivery.
• Partners with account leaders to meet revenue, profitability and growth objectives, improve overall client satisfaction and meet Service Level Agreements.
• Anticipates expected / unexpected risks / negative trends, effectively assesses these factors and implements risk management plans to mitigate events.

GTSSTATESTREET

Preferred Technical and Professional Expertise

• None

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.
About IBM
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.
Location Statement
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.