Client Availability Leader

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
The Client Availability Leader (CAL) is responsible directly to one (or more) assigned Accelerated Value Program (AVP) clients depending upon the contract scope. The CAL becomes a key member of the IBM account team and is tasked to ensure that assigned solutions projects and business outcomes are achieved as indicated in the client contract. The CAL is measured on the success in meeting specific client outcomes and overall client satisfaction.

The Client Availability Leader is located either remotely or on-site. They can be responsible for one or more AVP customers.

Core responsibilities for the Client Availability Leader include the following:
• Serves as a key trusted advisor to the client for the assigned contractual solutions projects and business outcomes.
• Significant account management and the ability to project manage many internal and external team members very often in a complex matrix. It is not unusual for the CAL to be leading IBM client partners and third-party vendors to a common outcome.
• Functionally the CAL manages the SMEs) including task assignment and overall direction as related to the account.
• The ability to communicate effectively with all levels of management from technical managers to C-level executives.
• The ability to facilitate and coordinate complex client technical challenges by leveraging IBM client partners and third-party vendors.
• Escalation management when required when necessary using established relationships both inside and outside IBM.
• Provides regular status updates and reporting to measure the AVP team against the agreed business outcomes based upon a client determined cadence.
• Key facilitator leveraging both IBM partners and third parties

Required Technical and Professional Expertise

• Client Facing Experience
• Account/Project Management
• Critical Situation Management
• Technical Problem-Solving Skills
• Strong Verbal and writtern skills

Preferred Technical and Professional Expertise

• Customer Support Operations
• Hands on Lab Services experience
• Excellent Problem Solving skills

Preferred IBM Z and IBM LinuxONE Customer Environment system design experience and skills:
• I/O subsystem design – IOCDS creation/Adapter allocation
• LPAR definition – Processor/Storage allocation
• z/OS Linux on IBM Z and LinuxONE configuration
• Hardware Configuration (HCD) use on IBM Z
• IBM Dynamic Partition Manager (DPM) knowledge and experience
• IBM Secure Service Container (SSC) deployment
• Hardware Management Console (HMC) and Central Processor Complex (CPC) customer network integration
• HMC configuration and integration into Customer Problem Reporting system (automation)
• Trusted Key Entry console (TKE) configuration
• Open Systems Adapter (OSA) configuration
• Familiarity with the physical install process for IBM Z/LinuxOne machines and the configuration detail required by IBM SSRs to complete the installation
• IBM Z Sysplex design and configuration – Coordinated Timing Network (CTN) and Coupling Structures detail
• IBM Z Cryptography/Encryption configuration
• Management and implementation of customer driven IBM Z Capacity On Demand/Flexible Capacity/Model Conversion offerings
• The use of IBM Resource Link and all other IBM internal IBM Z/LinuxONE technical information sources