Introduction
IBM is one of the largest IT Services organizations in the world and considered "the leader." Our industry ranges from hardware and software development to highly related skilled services. We have an exciting opportunity for a Client Service Manager (CSM).
This customer facing role provides clients with total account system support and general manager responsibility to IBM Technology Lifecycle Services (TLS) related services. The TLS Client Service Manager establishes, maintains, and improves the client relationship regarding all aspects of the TLS contracted services area as the representative of IBM
Your Role and Responsibilities
The Client Service Manager clearly understands the client's industry, business targets, strategy, and requirements and how the contracted services support these client objectives. The CSM maintains and reinforces the client relationship with IBM while being accountable to meet or exceed all IBM business control targets. The CSM role will include identifying new MVS opportunities and working closely with the TLS Sales rep to be successful in capturing these opportunities to help improve IBM revenue and profit results.
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The Client Service Manager supervises the implementation and delivery of the contracted services and are aware of all complementary offerings that may contribute to the success of the client's business and expand IBM's footprint. They have a fundamental role for the management of the TLS 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 execution of the operations necessary to successfully meet all contract deliverables including service level tracking and reporting. 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.
A strong understanding of IT Systems and infrastructure products (HW & SW) within the marketplace for both IBM and other OEMs is a necessary component of this role to assist with client related interactions with present contracted services as well as future opportunity identification and implementation.
The CSM supports the TLS Sales team to identify growth opportunities and maintain contract profitability. Project Management methodologies, emerging technologies and technical solutions pertaining to client needs should be areas of expertise.
Develops an understanding of 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.
Manages global delivery resources and services, if applicable. Their focus is on client relationship management, delivering on contractual commitments to clients and achieving financial objectives of profitable revenue growth while creating an environment for growth and innovation. Leads service delivery team according to defined scope of services, Statements of Work (SoW), Documents of Understanding (DOU), and Intercompany Agreements (ICA). Effectively meets commitments, able to identify issues and recommends appropriate action plans. Understands and supports IBM's delivery strategy and can translate this into customer/account beneficial improvements.
Selected candidate should possess the following attributes:
- Strong execution and interpersonal skills
- Strong written and Oral Communication skills
- High level of organization
- Ability to manage multiple responsibilities and set priorities
- Strong attention to detail
Required Technical and Professional Expertise
The Client Service Manager must have a min. of 2-3 years of client facing experience. The CSM also requires strong knowledge of the client IT environments, organizations, along with experience in maintenance services. These skills are required to ensure the proper management of service levels and other contract deliverables. This knowledge will assist in identifying areas to drive efficiencies that may translate into improvements for both the client and TLS.
The CSM role also creates a demand for knowledge of IBM TLS processes and service offerings in addition to properly identifying, defining, and executing on client related interactions.
Preferred Technical and Professional Expertise
- Proficient written and oral skills in English is required. French-Canadian language skills are a plus if available.
- Professional Expertise in IBM TLS contract execution and billing processes is preferred. 2-3 years of experience preferred.
- A strong understanding of IT Service Management (ITSM) for Systems and infrastructure products (HW & SW).
- Prior training in IT support and understanding is a plus.
- A good understanding of IBM Sales processes is preferred (but, not necessary)
- Strong Microsoft Excel skills