IBM TS&S/IBM Technology Services and Support/IBM TSS/IBM Service Deliv

IBM TS &S/IBM TECHNOLOGY SERVICES AND SUPPORT/IBM TSS/IBM HW/HW

Our client is looking for a Field Manager for Technology Services and Support. The basic skills required would come from somebody with experience as an IBM Field Manager or an IBM TSS Manager with proved experience in handling HW support team.

It's a must he/she knows the IBM organization and escalation procedures which would ideally come from experience in working at IBM. Please see below from what is needed from the ideal candidate who would also be available immediately.

This is a wonderful opportunity to work in a TAX FREE zone with a growing company.

JOB TITLE

The position is for a Field Manager for TECHNOLOGY SERVICES AND SUPPORT

JOB DESCRIPTION

The position is as a Field Manager for TSS which is a division of the company which is a distributor of select IBM DP equipment in the Gulf. The main role is to coordinate all HW and SW customer support activities as well as Operations Support Services, provide effective people management and team building, ensure skill development is planned to meet all requirements, provide Service Management that fully meets business needs and take ownership of Services Revenue income and associated costs

RESPONSIBILITIES

- Man Management of a team of Engineers and the subcontracted resources
- Ensure all Warranty and post warranty service is provided
- Ensure all Service Contracts are fully in place and operational
- Responsible for platform SW services delivery
- Responsible for Managed Operations Services delivery
- All skills of workforce must meet field and business needs
- Parts usage and other costs are kept at a minimum level
- Delegated maintenance pricing authority is used effectively
- Delegated Services pricing authority is used effectively
- Service Level Agreements are negotiated within delegated authority
- All Escalation processes are followed by all team members
- Marketing all ITS services to increase coverage and revenue
- Provide monthly status reports to higher management

POSITION PROFILE

The candidate must:

1. Have a HW/SW/NW Engineering background experience with IBM or tier1 IBM partner
2. Have experience on service delivery to all platforms of IBM Servers and storage - iSeries, pSeries, xSeries, zSeries.
3. Have knowledge of all IBM HW & SW support and problem escalation systems like Retain, Critsit, etc including Cisco TAC
4. Have knowledge of Managed Operations Delivery Services
5. Have knowledge of IBM platforms Software Implementation Services
6. Have good man management experience of Engineers and Professionals
7. Have good communication skills.
8. Be a good team player. Must be able to manage relations with team and colleagues in other departments.

ACCOUNTABILITY

- Accountable for the business results of their assigned service.
- Responsible for meeting SLA, customer satisfaction, productivity, financial, and other business measurements.
- Also accountable for department(s) results and/or for activities and projects involving multi-functional teams.
- Regularly participates in overall functional program planning and objectives.

Please hand in your CV in Word format.