Stephen Sahaj

Enterprise Service Delivery Manager @IBM

Denver, CO, US

IBM, Enterprise Service Delivery Manager (SDM), responsible for hardware and associated IBM services and delivery for the state of Colorado, Wyoming, New Mexico and West Texas - including IBM’s largest DC, located in Boulder, Colorado. Driven, dynamic, collaborative leader with the ability to grasp high-level strategy and drive to detailed execution. Responsible for ensuring that service delivery efforts for IBM clients is exceptional and in compliance with all contractual terms and conditions. Always stays current with all client related service delivery activities, and ensures IBM has the resources required to meet all contracted client related service activities, including TDA, pre-production work. Direct reports consist of 30+ IBM System Service Representative computer technicians. This Enterprise Service Delivery Manager’s role includes the following:• Revenue responsibility for IBM\'s Colorado, Wyoming, New Mexico, West Texas, Hardware and Software Maintenance agreements and renewals. • Defining and managing service level agreements (SLAs) with customers.• Meeting and achieving Service Planning initiated Service Level Objectives (SLOs).• Managing IBM Vendors and delivery assurance.• Delegating to maximize organizational strengths. • Reviewing both tactical and long-term metrics of team service call handling performance-both outside and inside defined thresholds.• Engage Critical Situation, and Emergency Management (ERM) resources as appropriate.• Direct staff responsible for the operation, maintenance, and repair of information technology systems.• Coordinate and assign work duties to computer and networking systems technicians to meet the requirements of IBM, BP, and Alliance clients.• Collaborate with Information Technology Service Managers and Service Executives to develop and implement plans for the delivery of effective technical services.• Play a leading role in the review, assessment, and deployment of IT resources.

Regis University

Master of Business Administration - MBA

Kean University

Bachelor of Applied Science - BASc