Job Description
Within IBM Client Innovation Center, the Project Manager has the following responsibilities:
Single point of contact for the project team from Romania
First escalation point at IBM Romania (both for client and IBM Account team)
Service delivery and quality management (towards service delivery for the client as well as IBM eg. Delivering on time, on budget, on quality, staffing to solution, developing and driving service improvement plans if required)
Assume responsibility for the results (KPI’s, SLA’s) of your assigned product teams, including adherence to all support delivery processes
Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions
Compliance management and reporting (IBM and the client)
Team management (availability, utilization, quality improvement, skills cross training, retention, vacation planning etc etc).
Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources
Work with technical team lead and team managers to identify and address issue impacting team performance.
Understand and report on assigned team metrics, performing root cause and developing action plans to address issues.
Ensure appropriate resource scheduling across your assigned product teams.
Closely monitor client satisfaction results of assigned product teams ensure appropriate actions are quickly implemented to address client concerns
Take new actions within & across teams, to improve quality and share best practices
Collaborate across multiple teams for process improvements and standardization
Resource and capacity management with HR/Recruitment team locally in IBM Romania
Risk/Issue management with local fulfilment partners
Demand and forecast management with the client, and IBM (IPPF input)
Work order and Invoice management
Weekly service review with the client
Monthly service review with the client, quarterly (with support of onsite DPE/Account Partner)
Manage client visits in Cluj
Ensure local infra/logistics (premises, workstation, network etc.) coordination/management for IBM team
IBM Internal process adherence, eg:
IPPF updates (with support of onsite DPE)
Risk, Issue and Dependency management
Reporting to account team on requested items as and when required
Develop new opportunities with Geo Team