Manager - It Projects & Solutions

Your role and responsibilities

o The single point of contact on end-to-end technology for the PMO: Assets, Infrastructure, Third Party Services, other IBM technology delivery organizations, and the Client

o Manages business as usual IT contractual cost, schedule, and service or product deliverables as they relate to the IT delivery organization. (40% + allocated to account required)

o Identify opportunities and drive CTO initiatives within the account. Work on IT enabled and involved processes to initiate Six Sigma (BB/GB/YB) projects to drive cost reduction

o Ensures formulation, development, implementation, and delivery of technical solutions is integrated with the business solutions.

o Provides Account IT leadership to the IT service delivery team and directs teams to develop program, project, product, and business strategies, and implement resulting solutions to meet contract deliverables

o Manages partnerships between the Project Office, Clients, Internal IBM BPS IT Delivery and 3rd party IT Delivery organizations.

o Support overall customer relationship and customer satisfaction

o Responsible for Security and audit compliance, reviews & actions

o Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)

o Ensure that IMACs and Service Requests are action in line with contract commitments

o Reporting in IT Governance Status Meetings / Reports with PMO (Open IT DPE Actions, RAIL items, and Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements

o Creating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)

o Responds to client IT requirements as specified in the contract or Statement of Work (SOW), or through the PMO contract change control process.

o From Account perspective, manages matrix of IBM IT resources and coordinates client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.

o Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

o Knowledge of IT Infrastructure / Architecture including Windows, Network, Voice

o Knowledge of ITIL V3 Framework (Incident, Problem & Change Management Process Knowledge)

o Understanding of standards i.e., ISO/IEC 27001:2013, ISO 22301 Business Continuity & All regulatory controls including GDPR, and other Data Privacy regulations.

o Presentation skills & Communication Skill (Client Facing)

o Understanding of Windows, LAN/WAN

o Business Analytical skills on various financial services

o Project Management skills

o Financial management for the account in multi-geography delivery centers

Preferred technical and professional experience

o Project management methods

o Understanding the IT Network architecture on various platforms

o Understanding of ISO 27001, 22301, all regulatory Data Privacy guidelines

o Business Communication Skills on client facing role

o Understanding of various Workflow and automation solutions in IT related to financial services

o Understanding of ISO27001 and corporate audit guidelines

Years of Experience:
6 - 8