Service Delivery Manager (Lagos, Nigeria)
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| Job description This role is the Service Delivery Advocate for Lagos, NIgeria (Hardware / Software). They proactively monitor the problem and change process and manages problem and change issues and alerts as needed. Work Closely with Management across IBM to assist in resolving complex problems remotely. They work with the customer to understand issues and requirements and responds to requests for new services 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 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:- Manage cost 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- Continually identify ways to improve service. Deliver on service commitments. Understand customer requirements and business opportunity/requirements identification, guidance, support and closure. Provide account leadership/direction. Drive/participate and coordinate crisis management. |
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| Additional information Please note: Individual will need to be permanently based in Lagos, Nigeria and maintain customer relationships. |
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| 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. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
