DevOps Services Delivery Manager

Job ID STG-0620822 Job type Full-time Regular Work country USA Position type Professional Work city - Any Posted 27-Nov-2013 Travel 10% travel annually Job area Consulting & Services Business group IBM Systems & Technology Group Job category Project Management Business unit STG Other Job role Service Delivery Manager Job role skillset Service Management Commissionable/Sales-Incentive jobs only No

Job description

IBM Platform Computing (PC), a IBM brand within the IBM Systems and Technology Group (STG), is the world leader in delivering High Performance Computing (HPC) solutions for the past 20+ years. PC is an integral part of IBM’s Technical Computing strategy that includes: HPC Cloud, Analytics and Big Data solution and which complements IBM's existing portfolio in this space. This position is available to candidates nationwide but will be staffed ideally in New York City. The PC Services division has a unique and exciting new role: DevOps Service Delivery Manager position, which will be responsible to manage our Global HPC SaaS Cloud Service Technical Delivery Team (DevOps). The successful candidate will effectively run the day to day operations of the SaaS service and will be responsible for the end to end overall quality, security and technical delivery of the Multi-tenant, Cloud SaaS Service. The DevOps manager will direct and manage DevOps members and ensure the timely and proper execution of client requests for service. DevOps handles requests that typically include: Initial deployment of the cloud infrastructure and HPC software; Delivery of optional PS services to enhance the service; Level 1 client support and escalation of issues (e.g. incident & problem management); Proper shutdown and clean-up of resources used during the service. Responsibilities: 1. Recruit, train and manage the Global DevOps technical delivery team. 2. Act as the entry point for SaaS client service orders from the Sales Operations Team and ensure technical execution by DevOps. This includes tracking/reporting on order flow as orders go through their lifecycle, from deployment to destruction. 3. Ensure that the service is properly managed, monitored and delivered as per the service description, scope and expected SLAs. 4. Own resolution of any client issues and all communications regarding the service delivery. 5. Level 1 support and Incident Management (e.g. service outages) and quick service restoration; Problem Management - e.g. finding root cause / remediation and escalation to Level 2 support outside of DevOps. 6. Provide reports / metrics that demonstrate that the service is delivering as expected (e.g. service availability, service response times, etc). 7. Coordinate with PS Delivery Management, PC Support or other areas to obtain skilled technical resources outside of the DevOps team when needed to delivery optional PS services or address issues that arise with the service. 8. Provide status reports to WW Services Manager on a regular basis on all KPIs 9. Own and manage the service delivery budget - e.g. ensure internal paperwork & cost recoveries (e.g. ICAs) is done timely in order to recognize revenue before financial deadlines. 10. Contribute to internal process improvements and efficiencies of the service. Experience and Key Competencies: 1. Understands infrastructure, applications and has knowledge of HPC products and solutions. 2. Demonstrated ability to succeed in growing a service business that has external clients. 3. Proven ability to effectively multi-task and manage multiple concurrent request and issues while appropriately delegating and following up with others to ensuing that items are closed out with positive resolutions and within expected times. 4. Written and verbal communication skills 5. Leadership/people management skills and experience in negotiations with sales / clients. 6. Must be able to travel occasionally in order to fulfill the responsibilities noted above.

Required Bachelor's Degree At least 3 years experience in directly managing a technical team of at least 4-6 people that worked with enterprise SW solutions in a complex, multi-product, multi-client environment in a client svcs delivery/engagement mgr role Readiness to travel 10% travel annually English: Fluent

Preferred Master's Degree

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.