Client Service Management

Introduction

Introduction At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability, our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation.

With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your Role And Responsibilities As a Client Service Manager, you will provide clients with total account system support, establishing, maintaining, and improving the client relationship regarding all aspects of the contracted services. You will act as the single interface with the client for the readiness and execution of the operations necessary to run the contract. Your primary responsibilities will include:

• Manage Client Relationships:
  Develop and maintain a trusted relationship with the client, understanding their business targets, strategy, and requirements to deliver high-quality service and ensure client satisfaction.
• Supervise Service Delivery:
  Oversee the implementation and delivery of contracted services, ensuring efficient service delivery and coordinating Client and IBM resources.
• Improve Service Quality:
  Develop and implement action plans to improve service quality delivered to the client, ensuring client satisfaction and contractual conformity.
• Track Service Levels:
  Manage agreed service levels applicable to technical support teams by tracking maintenance operations and properly reporting client maintenance operations.
• Identify Growth Opportunities:
  Support the Delivery Project Executive in identifying growth opportunities and contract profitability.

Preferred Education
Bachelor's Degree

• Contract Management Expertise:
  Experience with IT services contracts, including a deep understanding of contract deliverables and overall Statement of Work (SoW).
• Service Delivery Oversight:
  Experience in supervising the implementation and delivery of contracted services, ensuring efficient service delivery and coordination of resources.
• Service Quality Improvement:
  Experience in developing and implementing action plans to improve service quality delivered to clients, ensuring client satisfaction and contractual conformity.
• Project Management Methodologies:
  Experience with project management methodologies, including the ability to apply them to client needs and service delivery.
• Technical Solutions Knowledge:
  Experience with emerging technologies and technical solutions pertaining to client needs, including the ability to identify and implement solutions to support client objectives.

Microsoft Package

CSP Tool

• Project Management Methodologies:
  Experience with project management methodologies, including the ability to apply them to client needs and service delivery, to drive efficient service delivery and coordination of resources.
• Emerging Technologies Knowledge:
  Experience with emerging technologies and technical solutions pertaining to client needs, including the ability to identify and implement solutions to support client objectives and expand IBM's footprint.
• Contract Profitability Analysis:
  Experience in identifying growth opportunities and analyzing contract profitability to support the Delivery Project Executive in driving business growth.