Delivery Operations Manager - IBM (New York, NY)

Delivery Operations Manager Job ID GPSD-0543105 Job type Full-time Regular Work country USA Position type Professional Work city - Any, Posted 19-Dec-2012 Travel 25% travel annually Job area Operations (all other) Business group Global Process Services Delivery Job category Other Business unit CRMSolns&Del Job role General Job role skillset General Commissionable/Sales-Incentive jobs only No Job description The CRM Delivery Operations Manager is a leadership position responsible for driving the performance and responding to the client/vendor management daily needs. Responsibilities for this position include development and implementation of business strategies with executive review. They establish objectives, create business policies and operational guidelines and set long range plans. They develop and approve plans for service offerings, processes, operations, business controls, expenses, resources, training, customer satisfaction and other business objectives. They provide expert advice and guidance to other managers and business professionals in the CRM service business. Overall responsibility for the results of multiple sites within span of control and are responsible for providing direction to multiple first line managers, and high-level direction to department employees. The Delivery Operations Manager is responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives. Additional information In Addition to the above Responsibilities: . Ensure and work with Corporate Security on all site security issues. . Ensure adherence to all site level business control requirements . Work to drive best practices, development, and communications with key leadership across accounts at the site. . Act as an IBM focal point for local community interactions and work with IBM communications as appropriate. . Setting the supervision processes and policies for the center (governance model, performance management process, etc.) Required * High School Diploma/GED * At least 2 years experience in Call Center Experience * Readiness to travel 25% travel annually * U.S. citizenship required * English: Fluent Additional information In Addition to the above Responsibilities: . Ensure and work with Corporate Security on all site security issues. . Ensure adherence to all site level business control requirements . Work to drive best practices, development, and communications with key leadership across accounts at the site. . Act as an IBM focal point for local community interactions and work with IBM communications as appropriate. . Setting the supervision processes and policies for the center (governance model, performance management process, etc.) 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.

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