IBM

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.

The Client Innovation Center Zagreb is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.

Your Role and Responsibilities
IBM Systems uses enhanced analytics and leverages a global infrastructure and years of experience to deliver outstanding hardware and software services to our customers, 24X7 worldwide. In a very real sense, we keep the modern world operating smoothly by delivering first rate service for our customers and your role is to help to ensure that we deliver on our promise of excellent service while also developing the skills and careers of your team
We are looking to hire a Remote Technical Support Delivery Manager with a client-first mindset, who is also curious and eager to learn. In this challenging role, the Delivery Manager will lead a team of engineers as part of a global structure with a 24X7 support model.
He/she will need to act proactively to ensure smooth team operations and effective collaboration, assessing training needs, develop, execute and monitor technical and soft skills training programs and activities and driving to meet critical operational metrics. In this role, you’ll be expected to meet the needs of the team and of our customers and to be flexible in your working practices.

Responsibilities:

• Manage day to day team activities and meet operational goals
• Support our customers with excellence and empathy
• Collaborate with other support teams, sales and other parts of IBM organization and drive engagement of other skills and resources as needed to resolve customer problems
• Support and encourage innovation within your team and influence the extended organization with best practices
• Support and implement the business strategy of the division
• Carry out people management activities, including annual goal setting and performance assessments, developing and coaching team members for skills and career growth and addressing poor performance as necessary
• Identify and implement solutions for improvement of the work processes in his/her field of responsibility
• Maintain business controls and HR/Employee labor law obligations

Required Technical and Professional Expertise

• Minimum 2 years of people management or team leadership experience (for technical support roles)
• Excellent communication, organizational and presentation skills
• Strong analytical and problem-solving skills
• Strong customer facing presence and confidence
• Fluency in English - both verbal and written

Preferred Technical and Professional Expertise

• People management experience in leading technical teams
• Fluency in an additional European language is beneficial