Job Information

IBM Delivery Center Operations Lead in Guadalajara, Mexico


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

The Delivery Center Operations Lead is responsible for influencing departmental strategy and providing leadership for the daily onsite operations of the Delivery Center supporting IBM Level 0 functions. They anticipate, guide the development of, and implement required systems, procedures, and programs to consistently meet IBM's standards for quality, productivity, and customer satisfaction. Responsibilities include providing leadership for onsite personnel, handling customer escalations, working with Workforce Management and Delivery Teams to ensure adequate staffing, training, maintaining the quality of all customer communications, maintaining productivity standards, scheduling resources and completing specially assigned projects. They manage staffing levels and quality of service to meet business objectives and customer requirements. Their onsite participation directly contributes to the team's quality management functions and has a significant impact on providing stability and success. This is accomplished by identifying needs, as well as developing, implementing, and monitoring improvements and procedures required for the center's efficient and professional operation. They work closely with IBM Management to ensure that service delivery customer satisfaction objectives and all service level agreements are met. They also maintain a proactive Customer-focused operation, assist with reporting site infrastructure issues, as well as interface with shared service functions (e.g. IT, WorkForce Management, Quality, Training, Business Controls, administration, etc.). They also assure the existence of required reports and metrics to successfully run the operation and work closely with Business Analysts to ensure that the Delivery Center remains in compliance with IBM's Business Control guidelines.

The Operations Lead provides onsite oversight to ensure our team follows protocols to protect IBM's reputation and prevent fraudulent activity. The Operations Lead also acts as a liaison to IBM Security and Facilities and is the onsite focal for coordinating and executing Disaster Recovery Plans.

Excellent written and verbal English skills

Required Technical and Professional Expertise

Excellent written and verbal English skills

Team Lead experience

Preferred Technical and Professional Expertise

Customer Support Experience

About Business UnitAt 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 @ IBMWhat 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 IBMIBM'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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.