• Financial Management (labor and other operational costs)• Interface among stakeholders (IBM and Customer) world wide• Continuous search for new solutions/opportunities based on the customer vulnerabilities/needs• Scope Management in sync with Quality Assurance (Customer Satisfaction)• Security & Compliance Management according to IBM Standards and contracted terms• Issues and risks management• Quality metrics and reports

I managed Requests for Service and new deals, growing IBM’s income.

Details below.

As SDM I was responsible to establish a disciplined framework for communications and addressing IT production infrastructure issues. I was the primary contact between the Customers (domestics and internationals) and the Organization. Below some responsibilities:• Ensuring adherence to the IBM Global Problem/Incident & Change Management Processes• Compliance and continuous improvement of delivery processes and development of Best-Practices• Responsibility for compliance of SLAs (KPI’s, SLO’s), which were agreed with the customer, as well as the responsibility for customer’s satisfaction• Continuous efficiency increase, project expenses reduction• Escalation authority concerning prioritizing• Integration in IBM-wide organization• First escalation point for the customer• Support drive of profitable revenue growth• Continually identifying ways to reduce costs of delivering the services• Focal point between Customer’s representatives and our Service Delivery infrastructure Technical Teams for infrastructure requirements and deliverables,• Coordinating and creating RCAs (Root Cause Analysis)• Service Reporting (internal and to the customer) in accordance with the contract.