Service Management Multi-Process Specialist

at  IBM

Introduction
At IBM, work is more than a job - it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
Your Role and Responsibilities
This position “Multi-Process Specialist” will grant you a superb career opportunity to provide hand-on support for the Incident, Problem and Change Management policies and procedures leveraged by the enterprise which requires engagement with partners across the organization. We work directly with internal service teams, Risk/Governance functions, External auditors/regulators and even directly with business / client partners to lead and/or facilitate outcomes driven from complex programs, audits and day-to-day operations.
The landscape is dynamic and exciting as more regulations and controls are applied to how we operate IBM Cloud for our customers.
Your primary remit will be to lead and steer the course of our enterprise teams in support of delivering the most stable, most performant and most secure Cloud platform to our customers.
You will achieve this by ensuring we are adhering to IT Service Management best practices and working with partner organizations including CIO/Architecture and Information Security to ensure Service Management considerations are addressed early in the product development and offering lifecycle. One of the core benefits of joining our team is you will have the opportunity to gain a wealth of knowledge on a multitude of product and service offerings across the IBM Cloud and Corporate estate and communicate with executive C-suite management. This is one of the few core operational functions where this degree of Enterprise level engagement exists.
Required Technical and Professional Expertise

What do we need from our partners fitting this position?

• Support as a senior global Incident, Problem and Change point of contact
• Support a strong risk and control framework (risk appetite, governance, etc.)
• Providing support for internal/external audits and regulatory controls
• Implement change risk scoring and assessment capabilities to eliminate the underlying reason(s) for change related failures
• Driving change automation within enterprise teams
• Performing post-implementation reviews (PIR) for failed changes resulting in Cloud/Client Impacting events (CIE)
• Facilitating requirement gathering for workflow automation and tools support for the infrastructure and application/service teams
• Reporting, including performance scorecards, risk appetite and trend analysis
• Identifying and/or leading Service Improvement Programs (SIP) for chronic conditions

The soft skills / abilities required for you to be successful in this role include:

• Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
• Leadership – Capacity, Capability and Competency (“Leaders inspire others to take action”)
• Ability to “command the room” in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up, down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindset

Fluent/Advanced level of english
Preferred Technical and Professional Expertise

The ideal associate for our agile family of experts needs to know about:

• Fundamental and/or working knowledge of Cloud technologies
• Working knowledge of Financial Services preferred but not required
• Knowledge and experience working with any number of enterprise technologies including, Compute (Server/OS), Database, Network, Storage, Middleware, Perimeter Security (Firewall, VPN, Host / Application Security)
• Working knowledge and experience with Service Now

Fluent/Advanced level of english
About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

• Critical Thinking, Problem Solving, Active Listening and Deductive Reasoning
• Leadership – Capacity, Capability and Competency (“Leaders inspire others to take action”)
• Ability to “command the room” in a professional manner
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over others across various levels of the organization (manage up, down and across)
• Ability to multi-task effectively and make sound judgments in a dynamic and high impact setting
• Capable of constructively challenging assumptions and information that does not reflect accurately on the situation at hand
• Excellent phone / video presence and written / verbal communication skills
• Strong relationship management and client-centric mindse