Team Delivery Manager | Sofia, Bulgaria

 Team Delivery Manager Job in IBM | Sofia, Bulgaria

Posted date: Mar 25, 2016
Submit: Apply
Job Category:  Technical Services
Job ID: 36610BR
Job Location: Sofia, Bulgaria

Job Description: IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world.
Our Multi-vendor Support (MVS) Client Innovation Center (CIC) in Sofia, Bulgaria is building a trans-disciplinary team of L1 and L2 network support specialists tasked with supporting our clients in any IBM country worldwide.
The Team Delivery Manager is a management position responsible for leading and managing a team of support center professionals in a call center environment.

Main Responsibilities

• 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
• 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.
• Work with the team in providing coaching, mentoring and address team’s performance
• 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 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

Requirements:
Essential:

• Management or Team Lead experience in a Support Center environment
• Microsoft Office (Excel, PowerPoint, Word,) advance user skills
• Excellent presentation and communication skills
• Leadership, organization, and planning skills.
• Excellent English verbal and written skills and the ability to communicate with customers and staff at all levels
• Decision making under difficult circumstances.
• Flexibility and ability to deliver in demanding and changing circumstances.

Personal Qualities

• Excellent interpersonal skills.
• Highly Motivated Team Player and 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 with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements.
• Positive approach to change and ability to promote new ideas/innovation.

Required

• Bachelor's Degree
• English: Fluent (C1-C2)
• At least 12 months of relevant experience in a technical support center
• Advanced knowledge and experience with Juniper Products
• Advanced knowledge of computer networking

Preferred

• Master's Degree

Required Technical and Professional Expertise
NA Preferred Technical and Professional Experience NA
Required Education
Bachelor's Degree
Preferred Education
Master's Degree
Travel Required
No Travel
Is Extensive Time Away From Home Required?
No

EO Statement
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.

Eligibility Requirements
NA
Group ID (R)
GTS

Growth Play
None
ERBP
ERBP ' > Yes
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Team Delivery Manager | Sofia, Bulgaria, delivery manager job description, delivery manager resume, Delivery Manager Jobs in IBM Bulgaria

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