Transition, Service Delivery And Project Manager
Ibm Global Business Services
India, Australia, Uk
Service Delivery, Program and Project Management:• Ensure adherence to SoW, DoU, SLA, OLA, KPI • Monitor and analyze service levels; report SLA, KPI, metrics; negotiate earn back• Build consensus amongst cross functional teams and 3rd party vendors• Ensure on time customer invoice, financial reconciliation and cost center internal billing within delivery organization and a vendor• Manage budget, margin target, liaise with business finance, legal, C&N, FP&A• Participate CAB, triage, steering committee etc forums• Effective negotiation with the client for services delivery, earn back and a new opportunity• Set key control over operations, ensure compliance for higher rating in CSAT/CSS, project management review, compliance reviews and other auditsTransition Management:• Due diligence, input solution to RFP and BaFO• Client engagement and delivery hand off• Ensure no gap in application / asset inventory; address opportunity via PCR/CCR• Prepare and baseline transition plan• Chair meeting with the client, incumbent vendors and delivery organization to track progress and address risk, issue, dependency on agreed frequency• Evaluate transition/transformation quality gates at end of each phase and get concurrence of the client• Ensure high quality deliverables are produced to the client and sign-off• Transition project closure
