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Service Delivery Manager

2 weeks ago

Randburg, Gauteng, South Africa IBM Computing Full time

Job Description:

The Service Delivery Manager role is a critical position within IBM Computing, responsible for ensuring the efficient management of AWSPs across EMEA. This individual will oversee the registration process, create SPP access, establish shipping lanes for warranty and maintenance, as well as manage parts sales shipping lanes.

In addition to these responsibilities, the Service Delivery Manager will form relationships with AWSPs across all EMEA countries, serving as the single point of contact for discussions related to claims, including AR disputes related to warranty.

To be successful in this role, the candidate must possess expert knowledge in IBM systems such as CSP, SPP, CPPS, iCAT, LIW, Conga, and FIW. Experience with the TLS EMEA offshore delivery model and good relationships with BP's/AWSP's are also essential.

Key Responsibilities:

  1. Registering AWSPs
  2. Creating SPP access
  3. Establishing shipping lanes for warranty and maintenance
  4. Managing parts sales shipping lanes
  5. Controlling customs duties and labor claim reimbursements

Requirements:

  • Expert knowledge in IBM systems
  • Advanced experience in the TLS EMEA offshore delivery model
  • Good understanding of customs, taxes, and local government rules and regulations