Client Service Manager

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
Develops an understanding about the strategic direction of the account as it relates to function and business unit. Participates in and supports the tactical service delivery account plan and participates in strategic account planning as appropriate. Understands client requirements and assists in setting program objectives. Learns and participates in IBM selling techniques to identify business opportunities with the client. Familiar with operational support requirements service level objectives measurement tracking and able to accurately report status to appropriate levels of management. Performs service delivery Crisis Management maintains an audit ready posture and meets all business control requirements. Manages global delivery resources and services if applicable. Their focus is on client relationship management delivering on commitments to clients and achieving financial objectives of profitable revenue growth while creating an environment for growth and innovation. Establishes maintains and improves the client relationship regarding all aspects of the contracted services as the representative of IBM. Ensures service delivery customer satisfaction objectives contract cost targets and service level agreements are met and maintains a strong client partnership on C-Level. Leads service delivery team according to defined scope of services statements of works documents of understanding (DOU) and intercompany agreements (ICA). Effectively meets commitments able to identify issues and recommends appropriate trade off decisions. Understands and supports IBM’s delivery strategy and can translate this into customer/account beneficial improvements. Focuses on Individual/Team/ Department Operational Objectives.

Required Technical and Professional Expertise

• Ability to thrive in highly dynamic and demanding role.
• Experience with PM practices.
• Excellent communication skills.
• Excellent organizational skills.
• Excellent computer skills – MS Office (Work Power point Excel)
• Good analytical and problem-solving skills.
• Strong customer driven focus.
• Good presentation skills.
• Ability to work in a very active account with a large degree of autonomy.
• Ability to lead with individuals from the virtual cross-functional teams.
• Excellent proficiency in English both verbal and written.

Preferred Technical and Professional Expertise

• 1-3 years of delivery experience in any aspect of IBM service delivery.
• 1-3 years of project management experience.
• Knowledge of IBM TLS processes and tools.
• Specific experience in call center field services or parts management is a plus.