Earning Criteria

• Must be an employee of IBM
• Finished all expert level learning activities and packaged badges.
• Have completed the relevant multi-dimensional assessments in the roadmaps.
• Has at least three years of client handling or problem management experience in IBM and has been nominated by higher management. Has experience with high level executives/VP complex cases, leading the resolution of the case. Has experience with all Non-tech common type of cases which are in project escalation management playbook and have worked with more than five different business units.
• Have initiated more than two projects, with focus on innovations, collaborations across multiple teams or across geographies and have been able to drive improvements to solve escalation management process related issues. Performed more than three best practice sharing sessions with focus on critical situation handling, and how to apply the skill (which needs to be part of this roadmap) to resolve it with a successful outcome.
• Provided proof of ability to analyze trends in proactively prevented escalations. Provided proof of improvements in engagement, regardless of scope Provided proof of improvements in Client - IBM Relationship with focus on turning surveyed detractors and passives into promoters Provided proof of more than two hosted sessions, where project management skill is being demonstrated (including feedback from the project members involved).
• Has been a mentor / buddy for more than two members of the project escalation management team and have focused on the understanding of skill and career development.
• Apply for this badge - your request will be approved by First Line Manager and Senior Manager