Job Information

IBM Service Delivery Manager (Service Governance ATM) in ZAGREB, Croatia


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 Service Delivery Manager is a management position responsible for leading and managing a team of practitioners in a support center environment.

Main Responsibilities

Supervise and coordinate daily/weekly activities, resource allocation and operations of the EMEA wide team

Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources

Assume management responsibility and delivery for the team, including adherence to all manager responsibilities associated with support delivery processes

Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions

Create business policies and operational guidelines as per the need

Resolve service and team/employee issues and set long term development plans

Define and document career plan for the practitioners to facilitate the development of service governance expertise through a structured program aligned with the current and future business needs

Responsible for delivery of highly visible services that contribute significantly to the achievement of customer satisfaction, cost, expense and other business objectives

Lead and direct the team to achieve/exceed KPI’s and SLA’s

Develop deep understanding of the team KPIs and factors that impact them. Analyze reports, develop and implement necessary improvements, measure the outcomes.

Work with the team in providing coaching, mentoring and address team’s performance to prepare the team to consistently meet or exceed customer expectations

Manage and take ownership of escalated customer situations following defined management processes

Recommend innovative ways to improve productivity and reduce costs

Take new actions within & across teams, to improve quality and share best practices

Collaborate across multiple teams across EMEA for process improvements and standardization

Act as a catalyst to drive adherence to all aspects of the support delivery processes

Administer IBM Human Resource processes in an effective and quality manner

This is an excellent opportunity to lead in a fast growing team in the IBM’s Client Innovation Center and contribute to the future success of TSS and IBM.

Remote work is not possible.

Required Technical and Professional Expertise

  • Leadership, organization & planning skills

  • Decision making under difficult circumstances

  • Flexibility and ability to deliver in demanding and changing circumstances

  • Excellent interpersonal skills

  • Highly motivated team player & leader

  • Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today’s competitive market

  • Problem solving

  • Positive approach to change/ability to promote new

  • Excellent presentation/communication skills

  • Microsoft Office advanced user skills

  • Excellent English verbal & written skills

Preferred Technical and Professional Expertise

  • Experience / background in similar positions

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