The National Duty Manager (Ndm) (Guadalajara)

National Duty Manager (NDM)The National Duty Manager (NDM) is a member of a national team responsible for providing IBM management support for the delivery of maintenance and services to IBM customers on a 24‐hour basis 365 days a year.The NDM is responsible for service delivery during and outside of normal business hours and manages field escalations to ensure efficient and effective coordination of available resources.The NDM responds to escalations from customers and IBM personnel, provides assistance and situation management as needed, and maintains open communications and operational relationships with Service Office (SO) and Remote Support Center (RTS) personnel.Proactively MonitorsFunctions as national service delivery manager for IBM customers during/outside of SO normal business hours and represents IBM as the manager responsible for service delivery.Manages IBM's response to customer service requirements to ensure proper call coverage/resolution and high customer satisfact...