Service Operations Specialist — Process Improvement

International Business Machines Corporation; Bogotá; On-site; COP 50,000,000 - 80,000,000; Full time

Job summary

IBM Consulting in Bogotá is looking for a Process Delivery Specialist in Service Operations to ensure day-to-day service delivery meets metrics and quality standards. You will collaborate with the operations team to implement process improvements and support transformation initiatives.

You will handle external customer communications, adapt to various shifts, and contribute to continuous service excellence as part of a global, diverse team.

Qualifications

• Experience in day-to-day service operations processes and quality standards.
• Experience communicating with external customers in a professional manner.
• Basic knowledge of identifying improvement opportunities and implementing changes.
• Familiarity with transformation initiatives and continuous improvement.

Responsibilities

• Deliver Day-to-Day Service: Ensure smooth service delivery and meet metrics by following established processes.
• Communicate with External Customers: Address needs and concerns in a timely, professional manner.
• Implement Process Improvements: Collaborate with the team to enhance service delivery efficiency and consistency.
• Support Transformation Initiatives: Contribute to continuous improvement under guidance of senior staff.
• Work Flexibly: Able to work in various shifts as required.

Skills

Service operations

External customers

Process improvement

Transformation initiatives

Flexible shifts

Tools

Ticketing systems

CRM software

Job description

IBM Consulting in Bogotá is looking for a Process Delivery Specialist in Service Operations to ensure day-to-day service delivery meets metrics and quality standards. You will collaborate with the operations team to implement process improvements and support transformation initiatives.

You will handle external customer communications, adapt to various shifts, and contribute to continuous service excellence as part of a global, diverse team.