Workflow Optimization & Tools Leader

Introduction

Joining the IBM Technology Expert Labs teams means you’ll have a career delivering world‑class services for our clients. As the ultimate expert in IBM products, you’ll bring together all the necessary technology and services to help customers solve their most challenging problems. Working in IBM Technology Expert Labs means accelerating the time to value confidently and ensuring speed and insight while our clients focus on what they do best running and growing their business.

Excellent onboarding and industry‑leading learning culture will set you up for a positive impact, while advancing your career. Our culture is collaborative and experiential. As part of a team, you will be surrounded by bright minds and keen co‑creators—always willing to help and be helped—as you apply passion to work that will positively impact the world around us.

The Workflow Optimization & Tools Leader is responsible for defining and executing the global strategy for process automation, workflow optimization, and tooling standardization within the Technology Expert Labs Professional Services organization in partnership with the CIO team. This leader drives operational scalability, reduces delivery friction, and increases productivity across all geos, markets, and the COE by identifying inefficiencies and collaborating with the CIO organization to deploy, test, and embed the right technologies and streamlined processes.

They will map, assess, and redesign global end‑to‑end Professional Services workflows (e.g., proposal specialist, contract management, delivery services including opportunity‑to‑delivery and delivery‑to‑cash). They will identify process bottlenecks, redundancies, and automation opportunities that materially improve the tools and processes impacting the daily work of Expert Labs roles.

During tool adoption, the leader will design and deliver training, enablement, communication, and readiness programs, directly engaging in hypercare and managing expectations and feedback from geos, markets, and the COE. They will also serve as a trusted advisor to executive leadership on automation opportunities and overall process efficiency.

The leader must have deep expertise in Expert Labs end‑to‑end processes (Signings, Revenue Recognition, Contract Extensions, Pre‑Contract Work, Revenue Splits, Utilization, and other auditable/compliance processes), tools (front‑end: Conga, Sirion Labs, Clarizen, Boss, ICR; back‑end: SBLIW, DSW, ISC, SAABL, BMSIW, AIW), and data sources/structures (EPM, Data Mart, BMS). The leader will track Expert Labs operational performance, tool utilization, cycle times and automation impacts and present KPI dashboard and improvement insights to executive stakeholders regularly, while ensuring we meet 20% AI productivity with roll out of new function.

The leader will serve as the business owner, partnering with the CIO and EPM teams to prioritize and design the dashboards and reports that drive the Expert Labs business. This includes leading the migration of Expert Labs data from the current datamart to standard EPM and overseeing the reconstruction of data "views" as underlying structures evolve.

This role serves as the global point of ownership for automation initiatives including workflow orchestration, AI‑enabled improvement, system integration, and data‑driven process optimization. They will partner closely with the CIO team to prioritize requirements across tools and ensure that automation initiatives directly support delivery velocity, quality, and profitability.

The leader will oversee global tooling governance from a business perspective, optimize end‑to‑end delivery workflows, ensure adoption of standardized tools through strong education and enablement, and foster a culture of continuous improvement. They will ensure measurable impact on cost, cycle time, customer satisfaction, and overall operational performance.

Skills should include deep knowledge of expert lab processes and expert lab tooling (both existing and new technology we are moving to) including ISC, Cognos, Sirion, Unison, Clarizen, EPM,…