GLOBAL SERVICE DELIVERY MANAGER FOR ABSA/BARCLAYS BANKS
IBM
Total des années d'expérience :18 years, 1 Mois
Demonstrate high skill and show a pro-active attitude towards your
customers with excellent communication.
Build and maintain positive customer relationships and make customer satisfaction a priority at all times.
- Change Management
- Problem Management
- Hardware & Software Management
- Warranty & Maintenance Management
- Availability Management
- Reports & Reviews
- Inventory Management
- Financial Management
- Achieving and maintaining the planned GP level by obtaining a
solid understanding of Terms and Conditions and Pricing and
Cost structure of the contract
- Obtaining a solid understanding of the Revenue Flow vs the
billing schedule
- Tracking the planned cost and revenue against the actual cost
and revenue of the project on a monthly basis and identifying any
out of lines and areas for improvement
- Ensuring that all IBM business controls are adhered to and to
escalate any non-compliance
- Providing the required financial and project status feedback as
per the defined project review structure
- Performing the agreed Service Delivery reviews with the
customer to identify and correct and any unsatisfactory
performance
- Establishing and maintaining effective working relationships with
the appropriate customer management level.
- Gaining a solid understanding and articulating the MTS offerings
portfolio and Business Value
- Working with the IBM account team to achieve overall account
goals and objectives
- Establishing and implementing the MTSS delivery platform within
the agreed timeframe
- Obtaining as solid understanding of the contractual commitments
and create, implement and maintain an effective support plan
- Gaining a solid understanding of the customer’s operational
environment in terms of
- Inventory
- Operational Processes
- Architecture
- Ensuring synchronization between the contracted inventory and
billing schedules by applying effective Change Management
principles for Inventory changes, Warranty and Maintenance
changes
- Effectively perform the role as Single Point Of Contact for all
escalations and delivery communication and driving the IBM
CritSit process
- Achieving the agreed Service Levels though effective monitoring
and driving the involved IBM delivery teams
- Providing timeous and meaningful customer feedback as per the
defined process and agreed intervals
- Ensuring all committed activities and deliverables are delivered as
defined in the contract and that the business benefits are realized
- Improving customer system availability by identifying and
managing the implementation of pro-active activities to prevent
system downtime
- Obtaining a solid understand of the IBM management systems
and available Tools and utilizing these Systems and Tools to
create an effective delivery model with the focus on automation
- Gaining as solid understanding where applicable of
Vendor/Contractor agreements and perform the required
management of these contracts in terms of SLA management and
relationship management.
- Continuously seek opportunities and implement actions for
delivery improvement
• Maintenance & Technical Support - IBM Global Technology
• Maintenance & Technical Support - Non IBM Products
• Sales and Delivery of Hardware and Software support for IBM and
Non IBM Products
• Maintaining smooth IT operations at all times
• Presentation of MTS Portfolio to various Internal and External
Customers
• Maintenance of the corresponding tools and documents
• Service Delivery for one or several IMT’s in Sub Sahara Africa
• Project Management
• Analysis and Reports with regards to Service Issues / Incidents
• Achieving Budget Targets
• Stand-by for High End Products
• Chaired Meetings
• Managed Service Incidents/Escalations
• Assisting and advising fellow employees
• Management of staff
• Stand-In for Manager
• Management of interim reviews of employees
• Technical Support - Laptops & Desktops
• Parts Support & Advice
• Quotes done for Non entitled Machines, Re-Installations, New
Installations and Moves
• Implementation of Solutions and Resolutions
• Assigned calls to Field Technicians
• Team Motivation and Management
• Problem and Change Management
• Customer Liaison - Weekly and Monthly Reports
DESIGNING
APPLICATION
INSTALLATION & REMOVAL
QUOTING & PRICING
QUALITY CHECKING
SITE SUPERVISOR
INSPECTION OF SITES
PLANNING
INSTALLATION
QUALITY CHECKS
HANDOVER
DESIGN
APPLICATION
INSTALLATION
QUOTE & PRICING
DEBT COLLECTING
NATIONAL SENIOR CERTIFICATE IN ART AND BUSINESS SUBJECTS DRAWING GRAPHICS BUSINESS ENGLISH AFRIKAANS POTTERY GRAPHIC DESIGN
WORDSWORTH HIGH SCHOOL - BENONI STD 6/7 - GRADE 8/9 SUBJECTS ENGLISH AFRIKAANS ACCOUNTING MATHS BIOLOGY GEOGRAPHY ART