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Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

As a Process Delivery Specialist in Service Operations, you will ensure day-to-day service delivery runs smoothly and complies with operational metrics and quality standards. You will collaborate with the operations team to implement process improvements, ensuring consistent and efficient service delivery. Your primary responsibilities will include: • Deliver Day-to-Day Service: Ensure smooth service delivery, meeting operational metrics and quality standards by performing tasks according to established processes and procedures. • Communicate with External Customers: Effectively communicate with external customers, addressing their needs and concerns in a timely and professional manner. • Implement Process Improvements: Collaborate with the operations team to identify areas for improvement and implement changes that enhance service delivery efficiency and consistency. • Support Transformation Initiatives: Contribute to transformation initiatives under the guidance of senior team members, focusing on continuous improvement and service excellence. • Work Flexibly: Demonstrate flexibility to work in various shifts as needed to meet business requirements.

Required education

Technical Diploma

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Exposure to Service Operations: Familiarity with day-to-day service delivery processes and procedures, including operational metrics and quality standards. • Experience Working with External Customers: Understanding of effective communication techniques for addressing customer needs and concerns in a timely and professional manner. • Basic Knowledge of Process Improvement: Exposure to identifying areas for improvement and implementing changes to enhance service delivery efficiency and consistency. • Familiarity with Team Collaboration: Experience working collaboratively with a team to achieve shared goals and objectives. • Understanding of Flexible Work Arrangements: Willingness to adapt to varying shifts and schedules as needed to meet business requirements.

Preferred technical and professional experience

• Exposure to Continuous Improvement: Familiarity with methodologies for identifying areas of improvement and implementing changes to enhance service delivery efficiency and consistency. • Experience with Customer Service Tools: Understanding of tools and systems used to manage customer interactions and feedback. • Basic Knowledge of Operational Metrics: Exposure to tracking and analyzing operational metrics to measure service delivery performance.