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
To be the client billing focal for our Client and our vendor partner. To follow and improve our checks and balances by following and updating our documented processes to developed and ensures billing accuracy and the continuity of the work. Contributed to IBM achieving a successful result in the handling of our financial needs. Productivity skills and attention to detail contributed to IBM gaining the high level of confidence to client and our vendor partners have in the billing data IBM produces. Needs to be a team player working closely with other CSM and the PMO peers to ensure vendor partner purchase orders are accurate and in place in order to ensure the timely processing of vendor invoices. The Client Service Manager (CSM) role provides clients with total account system support. The CSM establishes maintains and improves the client relationship regarding all aspects of the contracted services as the representative of IBM. They clearly understand the client’s business target strategy requirements and how the contracted service support these client objectives. The Service Manager maintains and reinforces the client relationship improves the client satisfaction and builds a trusted relationship with the client. They supervise the implementation and delivery of the contracted services and are aware of complementary offerings that might contribute to the success of the client’s business and expand IBM’s footprint. They have a fundamental role for the management of the IT services contracts and have a deep understanding of the contract deliverables and overall Statement of Work (SoW). The CSM acts as the single interface with the client for the readiness and the execution of the operations necessary to run the contract. They ensure the management of agreed service levels applicable to the technical support teams by tracking of the maintenance operations and proper reporting of the client’s maintenance operations. Performs service delivery Crisis Management Invoicing Inventory management Cost Management Vendor Management maintains an audit ready posture and meets all business control requirements. The CSM develops and implements action plans to improve service quality delivered to the client to ensure client satisfaction and contractual conformity. The CSM coordinates Client and IBM resources to ensure efficient service delivery. The CSM supports the Delivery Project Executive (DPE) in identifying growth opportunities and contract profitability. Project Management methodologies emerging technologies and technical solutions pertaining to client needs should be areas of expertise. Guides Functional Objectives or Technologies.

Required Technical and Professional Expertise
Environment:
Professional knowledge related to incumbent’s function/business unit and its processes.
Communication/Negotiation:
Advises other professionals. Effectively utilize group dynamics. Negotiates to define approaches and goals.
Problem Solving:
Recognizes complex problems related to functional objectives. Applies creativity and judgment to developmental work on different projects within the business environment. Analyzes situations and implement solutions or develop new system elements procedures or processes.
Contribution/Leadership:
Provides ongoing technical/operational guidance to lead professional work teams conducts special projects or manages department(s) (national or international). Understands department/ functional mission and vision. Utilizes expertise to directly influence people outside department or function. Sometimes no precedent exists. Defines and decides objectives within specified business concept or project and may have responsibility for tools and assigned resources.
Impact on Business/Scope:
Accountable for department results and for activities and/or projects involving multi-functional teams.
Activities are subject to business measurements impact customer satisfaction and impact project costs or expenses. Regularly participates in overall functional program planning.

Preferred Technical and Professional Expertise
Understanding complex billing for multiple vendors.
Has work with a large contract working with multiple PMO and CSM reps
Good customer skills
On time deliverables and organized documentation for quick reviews