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IBM | Service Desk Leader

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
Ability to manage Service Desk at a Business Unit Level
Service Desk Strategy, Processes, Methodologies and Tools.
Improve Customer confidence and Satisfaction in IBM Services and the Service Desk
Manage Delivery of Service Level Performance targets in accordance with the Service Desk Outsourcing Contracts for the respective Accounts
Ability to articulate Service Desk Capabilities and Competitive Advantages to Clients and stake holders.
Responsibility for Helpdesk Performance and SLA achievements
Ensure all customer escalations dealt with and any lessons learned implemented if deemed appropriate
Understand contract requirements in relation to service provided by the Service Desk.
Ensure attainment of Service Desk Matrices.
Motivate and inspire teams to deliver a world class service and work as a unit.
Ensure helpdesk is run at minimal costs with proper resource utilisation and skills as required by clients.
Implement IBM Global strategies designed to increase productivity, attain business/team objectives and Customer Satisfaction.
Support all centre wide end-to-end process improvement initiatives and propose new improvement initiatives.
Support Client Innovation Centre Strategy including driving tactical actions to achieve business objectives.
Ensure that the team maintains a strong business controls posture and Quality (ISO Standards) at all times, by ensuring that all members of the team are audit-ready and documentation is updated at all times.
Drive skills development and mentoring for Business Unit.
Must communicate regularly with his/her employees on a 1-to-1’s, team meetings and all BU employee update sessions.
Drive Recruitment Strategy, Retention, Workplace Climate and Engagement of Employees.
Ensure that the country organisations are made aware of the objectives of the SD and work towards end-to-end improvements
Requires detailed knowledge of the site mission, deliverables and organisation structure.
Business Communication and Negotiation skills
Ability to present to commercial customers during business reviews and customer partnership activities.
Measures attainment of service against service level agreements and develops/takes appropriate action.

Required Professional and Technical Expertise
Excellent communication skills, including verbal, written and presentation skills.
Fluency in English is mandatory
Strong Business Leader and excellent team player.
Ability to lead in a Dynamic Environment
At least 5 years people management experience including experience managing in a Service Desk environment.
Ability to inspire the broader team and work towards results
The ability to deal with customers at a senior level in an efficient and courteous manner in order to efficiently deal with escalations
Strong ability to articulate capabilities, concepts and strategy of the Global and Local Service Desk.
In-depth understanding of Quality methodologies and processes

Preferred Professional and Technical Expertise

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
Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.

Preferred Education: Bachelor’s Degree
Commissionable: No


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