Service Manager

hace 5 meses

Bogota, Colombia IBM A tiempo completo

Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.

Your Role and Responsibilities
Este profesional actúa como modelo de rol y se ocupa de la gestión técnica dentro de un equipo, fomentando el respeto mutuo y el compromiso. Fomenta el trabajo en equipo de los grupos y se responsabiliza de la creación de los equipos para optimizar el rendimiento y trabaja con otros Líderes de equipos, planifica y gestiona los recursos para proporcionar níveles de cobertura correctos. Establece objetivos para los equipos que, aunque suponen un reto, son perfectamente asumibles, en función de las métricas empresariales, los estándares de rendimiento y el SLA, y gestiona el Rendimiento de los profesionales individuales y del equipo. Posteriormente, aliena los requisitos de formación individuales y del equipo con las necesidades empresariales en función de las directrices presupuestarias. Gestiona diaria, semanal y mensualmente los cambios del procesos que podrían afectar al equipo y reacciona y resuelve los problemas internos y, cuando procede, los externos al departamento. Garantiza el mantenimiento en todo momento de los níveles y estándares de servicio, la mejora de la resolución de los informes de problemas (PMR) y el respecto de los procedimientos. Por ejemplo, el porcentaje de llamadas contestadas, el tiempo que un Gestor de problemas de hardware (PMR) o un Gestor de problemas de software (PMS) ha invertido en Atención al cliente y en Apoyo administrativo, las llamadas que se han gestionado de acuerdo con su gravedad o prioridad, las llamadas que se han cerrado con el acuerdo del cliente, que el PMR o PMS se ha documentado correctamente antes de su transmisión al siguiente nível de soporte. Garantiza la resolución efectiva de las reclamaciones, se responsabiliza de las decisiones finales de todas las resoluciones y gestión de las llamadas y mejora la gestión de los registros. Consolida la estructura de los equipos fomentando el intercambio de conocimientos entre sus miembros, resalta los problemas o situaciones críticas para los directores o el equipo y muestra una actitud proactiva en todo lo que respecta al comportamiento del trabajo del equipo. Representa al equipo en las reuniones de grupos de usuarios y proporciona información para el desarrollo de nuevas aplicaciones de sistemas. Organiza regularmente reuniones efectivas de revisión del rendimiento con los equipos. Revisa y actúa en los informes operativos semanales/mensuales de su equipo. Garantiza que el asesoramiento de conocimientos técnicos de los miembros del equipo está actualizado.

Required Technical and Professional Expertise

**Academic level**:
Professional graduated in Systems and Telecommunications Engineering, Computer Engineering, Electronic Engineering or similar

**Minimum experience (years)**:
4 years of experience managing first-level technology support services (Help Desk, on-site support, asset and inventory management)

**Current certifications**:
ITIL Foundation v3 or ITIL4, OSA.

**Behavioral skills**:
Planning and alignment, oral and written communication, focus on the
customer, quality of decisions

Preferred Technical and Professional Expertise
As About
About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

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

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