Jobs in Uganda 2011

 Job Title: Country Service Manager - Uganda
                      
Deadline:         01-Jan-2011
Work city         - Any       
 Job area         IT & Telecommunications (non consulting)
Travel         up to 50%; travelling 3-4 days a week, home on weekends       
 Job category         Project Management
Business unit         IBM Gbl Account       
Job role         Service Delivery Manager
               
Job description
This role is the primary contact between the DPE and delivery support organization. They are an integral part of the account planning and delivery support strategy. They support the DPE and/or PE as the service delivery advocate. They proactively monitor the problem and change process and manage problem and change issues and alerts as needed. They work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business. They help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They lead and direct the delivery team with direction from the DPE/PE and may be assigned to one or more accounts depending on their size and complexity. They monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner. Responsibilities include:- Provide DPE/PE single point of contact and be the advocate between Service Delivery and the DPE/PE/Customer- Manage cost including annual DOU/interlock plan negotiations between service delivery and the DPE/PE- Ensure positive customer satisfaction and customer relationship is maintained- Manage delivering to contract performance standards and client measurements- Drive/Manage service quality and improvement of service delivery processes- Participate in the (O)/U cost/recovery management with the DPE/PE- Continually identify ways to reduce cost delivering the services and improve service- Deliver on service commitments- As directed by the DPE/PE, drive/manage subcontractors/third party providers- Participate in Technical proposal preparation and submit to DPE/PE for review and approval- Participate in account plan/strategy- Understand customer requirements and business opportunity/requirements identification, guidance, support and closure- Provide technical support and participate in the Change Control Board and/or change control process- Provide account leadership/direction and technical support- Participate in response to RFS's on behalf of the delivery organization- Drive/participate and coordinate audit readiness and GSD331 compliance for delivery- Drive/participate and coordinate crisis management

Required

    * High School Diploma/GED
    * At least 3 years experience in Analyzing Customer Business Environment
    * At least 3 years experience in Applying Process Management
    * At least 3 years experience in Managing Systems Management Metrics
    * At least 3 years experience in Managing Systems Management Environment
    * At least 3 years experience in Performing Strategic Planning
    * At least 3 years experience in Managing Stakeholder Relationships
    * At least 3 years experience in Managing Project Changes
    * At least 3 years experience in Implementing Reporting Cycles/Methods
    * At least 3 years experience in Applying IBM Delivery Processes/Disciplines and Tools
    * At least 3 years experience in Advising on IT Infrastructure Services
    * English: Fluent

  

Preferred

    * French : Fluent

  
Additional information
(Partially) take on responsibility of the current IT Director function as it is relevant to delivery
Establish an organisation that is managed and controlled by IBM
Ensure alignment of the local delivery unit with requirements from the wider solution
Ensure sustainability of changes brought in by the T&T programs (processes, tools, solution transformation etc.)
Introduce and enforce IBM delivery mode of operation into the local team
Be primary local contact for employees and the wider IBM
Identify critical skills and ensure retention, skills management etc.

This position is based in Uganda.
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.