Your Role and Responsibilities
This role ensures client needs are satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfaction. They build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW). They work with the Project Office and delivery organization as a primary point of contact for client needs requirements and expectations with regard to assigned IBM team operations. They provide account leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. They manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organization. They manage IBM resources and coordinate client resources to deliver services and solutions to support the client organization. They support the Project Executive (PE) in identifying growth opportunities and contract profitability. They own quality for service provided by the delivery organization and is are responsible for tracking and reporting on service level performance. Project Management methodologies, emerging technologies and technical solutions pertaining to client needs should be areas of expertise.
Be the primary focal point for managing all business activities, deliverables, and projects for a medium to large size contract. Accountable to meet revenue, profit, growth objectives and customer satisfaction targets, Responsible to build and maintain strong client relationships at required levels with the objective of being a trusted business partner. Is a solid contributor towards the development of an Account Strategy. Works with the client to grow the account / contract base into new business opportunities and stem erosion.
Understands and can apply current and future industry and business trends that impact client’s business. Perform contract crisis management, manages contract scope, commitments, and responsibilities of all parties. Work to ensure the account team has the right complementary skills with a focus on people development, motivation and delegation. Drive teams to execute contract terms & conditions and drive contract growth, enabling breakthrough thinking, conflict resolution, effective communications and managing any cultural differences. Work with Delivery to drive program / project schedules and contract deliverables that support the client’s business with a focus on delivering on every commitment made to the client. Understand and participate in IBM selling techniques to identify business opportunities and leverage resources in closing new business with the client. Defines and understands problem situations, evaluates risks and ensure a Risk Management System is in place. Manage effective communications between the client, account team and team IBM with the goal of no organization being surprised. Utilizes the PE Mentoring and PE Development Model processes for continuous learning.
Participates in IBM Global Knowledge sharing and management which is the key to IBM’s success. Individuals will participate in, and/or be responsible for the creation, harvesting, protection, and reuse of IBM’s Intellectual Capital. Individuals will participate actively in knowledge sharing activities like communities of practice, forums, conferences and/or other knowledge exchanges.
Skills
Assumes additional responsibilities as assigned.
Environment
Build and maintain strong business relationships with key members of the client organization. Earn and grow client confidence at the levels you operate at with the goal of being a trusted business partner. Own activities and manages relationships at key functional / executive levels. Understand dynamics of the client’s environment to create a mutually beneficial relationship with the client team to grow the account. Works with the client to understand priorities, define future business plans and translate these plans into tactical plans that include forecasting resources, priorities and costs. Create and maintain a high performing account team to support the contract and client’s business. Work with Delivery to drive program / project schedules and contract deliverables that support the client’s business with a focus on delivering on every commitment made to the client. Perform contract crisis management, contract commitments and responsibilities of all parties, including subcontractors and 3rd party vendors not managed by Service Delivery. Understand and participate in IBM selling techniques to identify business opportunities and leverage resources in closing new business with the client. Has working knowledge of Project Management methodologies, processes and tools. Drives new or existing business to achieve or exceed revenue and profit objectives with a focus on contract erosion making all appropriate IBM and client trade-offs.
Communication / Negotiations
Manage teams and individuals, provides guidance, and effectively communicates contract objectives and commitments with a customer centric view.
Drives and participates in negotiations, understands changes and subsequent impacts to the contract, and able to communicate these changes effectively to the team. Understands and manages potential conflicts of interest between IBM and the client to articulate benefits. Work to ensure value / thought leadership is provided to client issues and constantly monitors expectations to address.
Required Technical and Professional Expertise
Same as Above
Preferred Technical And Professional Expertise
Same as Above
About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It’s a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, “What else is possible?” GTS is the place for you!
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
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