Description
Our client is looking for a Field Manager to work in a Technology Services and Support division. The main role is to coordinate all HW and SW customer support activities as well as Operations Support Services, provide effective people management and team building, ensure skill development is planned to meet all requirements, provide Service Management that fully meets business needs and take ownership of Services Revenue income and associated costs.
Ideally, the candidate would be available ASAP and has experience in working for IBM and must know the IBM organization and escalation procedures. This is a wonderful opportunity to work for an expanding company and grow with it. Attractive rates are available in a TAX FREE zone as well as benefits.
Responsibilities
- Man Management of a team of Engineers and the subcontracted resources
- Ensure all Warranty and post warranty service is provided
- Ensure all Service Contracts are fully in place and operational
- Responsible for platform SW services delivery
- Responsible for Managed Operations Services delivery
- All skills of workforce must meet field and business needs
- Parts usage and other costs are kept at a minimum level
- Delegated maintenance pricing authority is used effectively
- Delegated Services pricing authority is used effectively
- Service Level Agreements are negotiated within delegated authority
- All Escalation processes are followed by all team members
- Marketing all ITS services to increase coverage and revenue
- Provide monthly status reports to higher management
Position Profile
The candidate must:
- Have a HW/SW/NW Engineering background experience with IBM or tier1 IBM partner
- Have experience on service delivery to all platforms of IBM Servers and storage - iSeries, pSeries, xSeries, zSeries.
- Have knowledge of all IBM HW & SW support and problem escalation systems like Retain, Critsit, etc including Cisco TAC
- Have knowledge of Managed Operations Delivery Services
- Have knowledge of IBM platforms Software Implementation Services
- Have good man management experience of Engineers and Professionals
- Have good communication skills.
- Be a good team player. Must be able to manage relations with team and colleagues in other departments.
Please hand in your CV in Word format.