Africa Service Delivery Manager at IBM

Role

The Africa Service Delivery Manager directs activities of various professionals/ contractors and 3rd party vendors within the region. This position is responsible for the effective management of all professional resources both internal and external to the business unit necessary to ensure on time, within budget and technically sound operational services.

The Services Manager participates in the development of services marketing plans, and client satisfaction calls, to ensure attainment of all business unit goals and objectives.

The position is responsible for actively pursuing new services business and securing and protecting current business.

• Discharge the basic management responsibilities as assigned.
• Manages and allocates technical resources to support services activities.
• Plan for and manage on-time fulfillment of services contracts.
• Identify product or services deficiencies and future product requirements.
• Develops and implements plan to strengthen IBM's competitive edge.
• Assume additional responsibilities as assigned.
• Responsible for meeting the cost budget
• Responsible for customer satisfaction
• Needs to demonstrate leadership to meet the business objectives

Skills

Environment:

• Requires a broad knowledge of business principles, client industries, financial planning, information processing, technology and a complete understanding of all areas of services.
• Requires basic consulting skills and professional communications ability.
• Requires a high degree of adaptability to new concepts and techniques.
• Requires proficiency in account management, budget planning and control and business administration.
• Requires leadership experience in field/client environment.

Communication/Negotiation

• Maintains an effective working relationship throughout the field organization, the national technical support structure and the product organizations.

Problem Solving

• Develops and implements effective short and long range availability support and service plans. Analyzes and evaluates technical resources and develops creative techniques to attain high performance in revenue, client loyalty/satisfaction, market share for services and profit contribution.
• Develops strategies and procedures to maximize resources in a highly complex, technical environment. Influences and directs unique approaches to resolve complex client problems while maintaining client satisfaction.

Contribution/Leadership

• Manages a team of services professionals that provide product and defect support across all IBM platforms. Provide personal direction and leadership, as appropriate, in key client accounts and/or complex client situations to achieve client objectives.
• Responsible for interpretation of practices and procedures regarding services support to the client. Ensures that business unit has a full understanding of IBM business policies, practices, strategies and business objectives through effective communications. Allocates resources to optimize productivity and return on investment.