Korean Bilingual Learning and Service Delivery Lead

International Business Machines Corporation; Quezon City; Sur place; PHP 500 000 - 800 000; Plein temps

Résumé du poste

IBM Consulting in the Philippines seeks an experienced Service Delivery Manager to ensure SLAs are met and to oversee performance metrics across accounts. You will coordinate process documentation, training, and governance, while leveraging IBM's Hybrid Cloud and AI capabilities.

This role emphasizes change management, risk and issue resolution, and collaboration with IT teams and business units. Fluency in Korean is preferred for global accounts.

Qualifications

• Ability to prioritize tasks and meet tight deadlines.
• Highly organized with attention to detail.
• Ability to convert global business requirements into learning solutions for consumption by a global audience.
• Proactive self-starter with strong consultative, critical thinking, and analytical skills.

Responsabilités

• Service Delivery Management: Ensure all SLAs are met across account or region.
• Performance Metrics: Review, report and manage team's performance metrics.
• Documentation updates: Keep process documents current in repository.
• Organize and conduct regular team meetings to cascade information and gather inputs.
• Monitor volumes and balance across the day with peaks/valleys.
• Act as primary escalation point for issues and queries.
• Ensure compliance with business controls (SOW, SLA, ISO, etc.).
• Perform RCA and close action items; log issues in the system.
• Coach and train team members to deliver quality service.

Connaissances

Task prioritization

Strategic thinking

Team collaboration

Executive communication

Korean language

Project management

Analytical mindset

Formation

Topik Certification

Description du poste

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

Service Delivery Management: Ensure all Service Level Agreement (SLAs) are met across account or region handled

Performance Metrics: Review, report and manage team's performance metrics - SLA, internal measures, utilization/cost, productivity, QA, etc.

Documentation Update: Ensure all process documents are up-to-date to reflect how current processes are being performed. Documents should be posted in the relevant repository database

Team Meetings: Organize and conduct regular team meetings to cascade information and gather inputs, feedbacks, concerns from the team and work on addressing them

Volumes Management: Monitor team's incoming work and any open balance for the day including peaks & valley, and seasonal processing (e.g. annual enrollment)

Escalation Process: Act as the primary point of contact for general issues/queries raised in process(es) covered (e.g. projects, issue & resolution tracking until closure, exception handling, audits, etc.)

Business Controls: Ensure that business control guidelines are followed and implemented by Practitioners for their respective process area (MSA, SOX, compliance testing, SOD, SAS 70, ISO, BCP, etc.)

Issue Resolution and RCA: Perform Root Cause Analysis (RCA) whenever required and ensure all action items are closed on time. All issues should be properly logged in the issue management system.

Training: Educate new and current train team members for their process areas and provide support and coaching as needed to deliver quality service to client

Back-Up System: Ensure strong back-up system is in place.

Quality Assurance: Reviews all QA Metrics and addresses with actions to improve.

Process Improvements: Identify opportunity areas, design new processes, and implement new/improved solutions to improve results and increase productivity.

Change Management

Receives PCR/RFS raised by clients and initiates discussions with the relevant parties in the change management system. Ensures that system-related PCRs/requests are complete and business requirements are clearly identified

Maintain Change Management Tracking process.

Financial Management: supports the CSM/HRDM in managing financial performance of the account in accordance with planned budget

CLEAR Volumes (Internal Deadline - 4WD): Prepares and uploads the volume.

Report Generation: supports the CSM/HRDM in generating the Account Reports.

Submits Weekly Account report showing the Account overall health and performance, wins, key risks as well as challenges.

Team Meetings: Prepares report and participate in regular Team Meetings / Operational Reviews across processes to cascade information and gather inputs, feedback, concerns from the team and work on addressing them.

Business Continuity Planning:

Participate and coordinate crisis management (manage cross-process critical situations, manage follow through on action items and the communication around it to all stakeholders - site management, client and PMO).

Ensure Account BCP is updated on monthly or regular basis, tested and validated on annual basis.

Maintains strong relationship with Client's Subject Matter Experts

Identifies innovation and process optimization opportunities

Ensure collaborative environment is fostered within and across teams through Agile practices and

principles.

Contract knowledge: Maintains current knowledge of the account's contract, specifically the Talent

Services statement of work (SOW), service level achievement (SLA) definitions, and other

contractual obligations.

Process management: Establishes, implements, and/or cascades process execution standards

such as control points, internal timelines, quality audit guidelines, etc.; performs quality audits as

needed Service delivery management: Creates the SLA reports and provides complete

documentation on SLA waivers as needed; ensures all SLAs are consistently met; alerts the team

to critical updates and potential risks in a timely manner.

Process mastery: Serves as a consultant for daily operational activities; provides mentorship to

practitioners

Performance management: Coordinates with the Tower Lead and HR Delivery Managers (HRDMs)

in addressing practitioners' performance; identifies and recommends actions to correct and/or

improve practitioners' performance; provides feedback on practitioners' performance to be used in

skills evaluation

Process improvement: Identifies areas of opportunity for improving efficiency, accuracy, and other

operational measures of excellence; implements process improvement solutions; assists and

provides input on the development of automation projects identified by the practitioners

Issue management: Identifies potential and actual process execution risks and escalates them to

the client and/or to the Tower Lead based on severity and extent; proposes alternate solutions to

risks and/or issues (potential or actual

Operations reviews: Presents data and provides relevant input or updates for operational and

account dashboards

Business continuity planning: Identifies practitioner back-up systems and communicates them to

the Client

Serves as the point of contact for the client governance team on certain Center-specific matters

impacting the account's deliverables and issues

Process documentation: Creates process documents, job aids, and reference materials that

accurately reflect the client-approved process execution.

Audits: Supports business controls review activities by preparing, reviewing, and/or uploading

required audit documentation within specified timelines.

Makes an initial evaluation of simple client requests to determine scope and impact to headcount

allocation, process, time, etc.; seeks the assistance of the Tower Lead, BOM, and/or HRDMs as

appropriate

At the management team's discretion, assesses the technical capability of applicants and new

hires to determine job fit

Oversees the process certification activities for new hires and existing practitioners

Provides input to the HRDMs on the assignment and distribution of work

Provides process coaching and training for practitioners

Ensures and manages own compliance to IBM and account deliverables, guidelines, and policies;

manage own learning and development activities

Supports Center-level initiatives and priorities

Required technical and professional expertise

• Ability to prioritize tasks, manage multiple priorities and tight deadlines

• Highly organized, analytical, results-oriented and has keen on details

• Ability to convert global business requirements into learning solutions for consumption by a global audience;

• Strong knowledge of the IBM Consulting organization and strategy and how this translates to evolving learning needs;

• Proactive self-starter; strong consultative, critical thinking, and analytical skills;

• Effective teaming skills with stakeholders at varying levels of and across entities;

• Executive-level communication (both written and verbal), influencing and project management;

• Proficient in Korean Language (Reading, Writing, Speaking, Listening)

Preferred technical and professional experience

• Topik Certification

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.