COMPLETE Global Delivery Center Leader

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
As the Leader of the Global Delivery Centre (GDC) for IBM Technology Expert Labs (TEL), you will be responsible for leading and overseeing the successful delivery of Expert Labs projects and programs in the specific region, market in collaboration with the India GDC. You shall lead the near shore GDC and provide a market /geo focused delivery support in assuring the Expert Labs deliveries at scale

You will work closely with cross-functional teams, manage client relationships, and ensure the highest level of service delivery. Your role is critical in driving operational excellence, meeting project milestones, and achieving customer satisfaction.

1. Program Management:

• Develop and implement a robust program management framework to oversee the delivery of TEL projects.
• Define program objectives, scope, and key performance indicators (KPIs) in alignment with organizational goals.
• Monitor and track project progress, budgets, and timelines to ensure successful execution.
• Run periodic project risk assessments and lead & provide mitigation strategies to drive the successful deliveries

2. Client Relationship Management:

• Collaborate with key stakeholders and client-facing teams to understand client requirements and expectations.
• Serve as the primary point of contact for clients, addressing inquiries, concerns, and feedback in a timely and professional manner.
• Work closely with the sales team along with market delivery team, to identify upsell and cross-sell opportunities within existing client accounts.

3. Team Leadership:

• Lead and inspire a team of project managers, service delivery professionals, and subject matter experts across various professional services engagements.
• Provide guidance, mentorship, and performance feedback to team members to foster a culture of excellence and continuous improvement.

4. Operational Excellence:

• Drive operational efficiency and process improvements within the Global Delivery Centre.
• Identify bottlenecks, risks, and challenges and implement effective solutions to optimize service delivery.
• Ensure compliance with company policies, industry standards, and quality assurance processes.

5. Resource Management:

• Oversee resource allocation across projects, considering skill sets, capacity, and project requirements.
• Collaborate with HR and recruitment teams to identify talent needs and participate in hiring decisions in collaboration with the TEL GDC organisation.

6. Financial Management:

• Develop and manage budgets for projects, ensuring cost-effectiveness and profitability.
• Monitor project financials, analyse variances, and report to senior management regularly.

7. Continuous Improvement:

• Foster a culture of continuous improvement, innovation, and knowledge sharing within the Professional Services delivery team.
• Stay abreast of industry trends and best practices to enhance service offerings and delivery methodologies.

Required Technical and Professional Expertise

• Proven experience (typically 5+ years) in program management and delivery of IBM Technology projects in the technology or consulting industry.
• Strong leadership and interpersonal skills to effectively lead cross-functional teams and manage client relationships.
• Solid understanding of program management methodologies, project lifecycle, and best practices in professional services delivery.
• Excellent problem-solving and decision-making abilities, with a focus on delivering customer-centric solutions.
• Exceptional communication and presentation skills to effectively convey complex concepts to stakeholders at all levels.
• Experience with resource planning, financial management, and project profitability analysis.
• PMP (Project Management Professional) certification or other relevant certifications is a plus.

Preferred Technical and Professional Expertise

• None