Back Office

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As a Service Delivery Specialist, you will analyze incoming work and direct projects to ensure service level agreements are met and processes are followed. You will also ensure that the team works on tasks that maintain normal client operations and implement changes and improvements within technical work areas or processes. Your primary responsibilities will include:

• Assign Incoming Work: Analyze all incoming work and assign it to appropriate resources, ensuring service level agreements (SLAs) are met and that processes as defined by team leadership are followed.
• Direct Projects: Direct work and projects from multiple clients to groups/individuals in the managed/project services delivery team, ensuring that the team works on tasks that maintain normal client operations.
• Optimize Execution: Continually match workload and resource skill to optimize execution, identifying and assessing skills of team members and maintaining an overview of staffing availability.
• Track Work: Ensure all work is entered into Maximo and that all SLAs are met.
• Assume Additional Responsibilities: Assume additional responsibilities as assigned.
  
  

Preferred Education

Technical Diploma

Required Technical And Professional Expertise

• Exposure to IT Service Management: Familiarity with analyzing incoming work, assigning tasks, and directing projects to ensure service level agreements are met and processes are followed.
• Understanding of Resource Allocation: Knowledge of matching workload and resource skill to optimize execution, including identifying and assessing skills of team members.
• Experience working with Ticketing Systems: Exposure to tracking work and ensuring all tasks are entered into systems like Maximo.
• Familiarity with SLA Management: Understanding of ensuring all service level agreements are met and maintained.
• Basic knowledge of Technical Work Areas: Familiarity with implementing changes and improvements within technical work areas or processes.
  
  

Preferred Technical And Professional Experience

• IT Service Management Tools: Exposure to tools like Maximo for tracking work and ensuring all tasks are entered into the system.
• Resource Allocation Methods: Understanding of methods for matching workload and resource skill to optimize execution.
• Technical Work Area Knowledge: Basic knowledge of implementing changes and improvements within technical work areas or processes.