14 days old

Delivery Project Executive - 3 months Fixed Term Hire - Melbourne

Melbourne, VIC 3000
  • Job Code
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
Delivery Project Executive (DPE) - 3 months Fixed Term Hire Melbourne

Participate in the pursuit, qualification and design of both new strategic outsourcing engagements and incremental business opportunities, and deliver a broad range of application management and managed operations services to IBM's strategic outsourcing customers across Australia and New Zealand.

DPEs are our interface to customers. They ensure that the services provided to individual customers, either internal or external meet the terms and conditions of contracts, achieve Service Level Agreement (SLA) objectives and achieve a high level of customer satisfaction. They also ensure that projects for which they are responsible, meet financial, time and customer satisfaction objectives.

The DPE may be responsible for any number of clients depending on the effort solutioned for each client. They will take direction and seek guidance on issues relating to tools, processes and priorities from the Manager, Service Management.

The DPE will become the central point of contact for the client relating to service delivery issues. They will co-ordinate and manage through to successful closure any delivery issues. During the normal course of their job they will need to recognise business opportunities that could grow the revenue and gross profit of the account, ensuring they are brought to the notice of the appropriate channels.

  • Responsible for the achievement of SLA objectives and compliance with Contract terms and conditions relating to Strategic Outsourcing.
  • Complies with all aspects of Service Delivery Management process.
  • Supports Strategic Outsourcing with a view to improving the performance against contracts and contributes to achieving service level and productivity commitments.
  • Responsible for provision of ad-hoc education (seminars, workshops etc) on new or changed customer contracts and requirements, processes and procedures, and including education for customer personnel.
  • Ensures Service Delivery complies with the IBM GTS Quality Assurance procedures.
  • Gives technical support and consultancy to the Marketing Support team and ITD departments in the areas of engagement support, specifically in Solutions Design, and in the Transition phase of contracts involving Service Delivery commitments.
  • Implements and ensures compliance with documented key Operations Management practices and procedures specifically for Problem, change, Call Management and Request for Service Processes.
  • Responsible for the provision of SLA and performance reports as contracted.
  • Responsible for the identification and execution of opportunities to improve performance against the business plan relating to Service Delivery.
  • Responsible for the achievement of financial, time and customer satisfaction objectives for assigned Clients and related projects.
  • Co-ordination (and escalate where required) of resolution of issues impacting on service delivery.
  • Responsible for escalation of Critical Situations in Service Delivery.
  • Understand the implications of any changes in technology and how these affect, or can be applied to the client.
  • Maintain a business relationship with IBM technical service providers to ensure that the services to the client meet or exceed agreed SLA's.
  • Define with the customer all SLA's.
  • Regular monthly reporting on SLA's attained and capacity utlisation statistics.
  • Perform regular meetings with the client regarding service delivery.
  • Assume additional responsibilities as assigned.

Desired experience
  • Minimum of 3 years in Service Delivery role.
  • Has a good understanding of the service delivery areas within ITD.
  • Has competency within a business environment and can relate the advantages of various technologies to defined business needs.
  • Proven ability to apply judgment in terms of managing client issues to closure.
  • Proven ability to apply knowledge of information technology and associated methods to attain project/business unit objectives.
  • Ability to recognise and articulate complex problems related to client service delivery requirements.
  • Ability to read and understanding SLA's and client contracts.
  • Clear and concise communication skills.
  • Excellent written skills.
  • Proactive.
  • Ability to work within matrixed teams.
  • Analytical thinking.
  • Creative and innovative.
  • Business focus.
  • Ability to work under stress and to tight time frames.
  • Strong interpersonal skill to build a high customer focus.
  • Ability to identify and separate issues

Required skills
  • Service Delivery
  • Problem solving
  • Change Management
  • Contracts
  • Understand Technologies
  • Communication
  • Customer Service Focus
  • Creative and innovative
  • English: Fluent
  • Years of experience in job function 3 to 5 years

Functional Relationships
  • Customers
  • Project Executive
  • Sales Reps, CRMs and other SDMs
  • Customer Management
  • Project Managers
  • Delivery Groups
  • IT Architects
  • Technical Solution Managers

Required Professional and Technical Expertise
As above

Preferred Professional and Technical Expertise
As Above

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 isthe place for you!

Your Life @ IBM
What matters to you when youre 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
IBMs 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
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.



  • Computers Software and Hardware
Posted: 2019-08-06 Expires: 2019-09-05

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Delivery Project Executive - 3 months Fixed Term Hire - Melbourne

Melbourne, VIC 3000

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