Business Transformation Consultant: IT Service Process

IBM   •  

Toronto, ON

Industry: Information Technology

  •  

8 - 10 years

Posted 52 days ago

Introduction

At IBM, we know that transformation drives change, and it is in our DNA to continuously transform. Our Business Transformation Consultants help drive large scale change that spans IBM business units and geographies. As a part of this team, you will have the unique opportunity to be a part of driving IBM's ongoing transformation as a company that continuously innovates and leads the market.


Your Role and Responsibilities

The IESO Process Lead role incorporates the following into their daily, weekly, monthly schedule and is not limited to the following, but serves as the foundation for the role:

  • Prepare and present Monthly Service Level Performance report
  • Negotiate appropriate SLA service credit penalties with IESO management
  • Preparation of weekly performance management information
  • Assist in presentation of Operations weekly performance to IESO management
  • Estimate, manage, and deliver Billable requests for change requests from the client
  • Manage Post Incident Report (PIR) process internally and with the client
  • Lead change management and process development on new initiatives including PIRs
  • Represent IBM on Problem Management and RFC (Requet for Change) Management committees
  • Assess staff performance and provide feedback to SDM
  • Point of contact for Client consultation and issues resolution
  • Assist in managing the day to day activities of onshore and offshore staff
  • SME resource on projects related to reporting and process.
  • Assist Operations teams with LDC and/or IESO migration or project implementations



Required Professional and Technical Expertise

At least 7 years experience as an Business Transformation Consultant


Preferred Professional and Technical Expertise

  • At least 7 years experience as an Business Transformation Consultant