Client Service Manager

IBM; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology company in Dubai is looking for a Client Service Manager who will act as a trusted advisor to clients, providing technical guidance and overseeing project delivery. This role demands strong technical expertise in IBM products and excellent interpersonal skills. The successful candidate will work closely with internal teams to address client needs and ensure successful project outcomes, contributing to IBM's reputation in the field.

Qualifications

• Experience in client engagement and relationship management.
• Strong technical background in IBM products.
• Ability to govern delivery across multiple accounts.

Responsibilities

• Serve as the primary technical advisor to IBM TLS Partners.
• Oversee delivery of IBM Spare Parts Operations.
• Coordinate internal teams to resolve client issues.

Skills

Client Engagement

Technical Expertise

Delivery Governance

Tools

IBM Parts/Products

IBM Infrastructure

Job description

Introduction

A Client Service Manager role in IBM means a career where you're a trusted advisor with deep technical expertise, who works together with clients - either directly or through our seller partners - to help craft best-of-breed solutions to their hardest technology challenges.

With a consultative approach, you'll uncover clients' most pressing technology pain points and guide them to solutions mapped to IBM's people, products, and services. Being a natural leader, strategic systems thinker, and business influencer, you'll orchestrate resources within IBM and /or our Partners to bring those solutions to life.

Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators - always willing to help and be helped - as you apply passion to work that compels our clients to invest in IBM's products and services.

Your role and responsibilities

1. Client Engagement:

a. Serve as the primary technical advisor and advocate to IBM TLS Partners

b. Oversee the delivery of IBM Spare Parts Operations a, including incident management, troubleshooting, and process all related financials corrections

c. Build and maintain strong relationships driving value realization from the IBM TLS support products, & services included in the related offering.

d. Acknowledge and Assess: Respond promptly to acknowledge the issue and evaluate its impact on the client's operations

e. Engage Resources: Coordinate with internal teams, IBM Support, and other necessary stakeholders to expedite resolution.

f. Transparent Communication: Keep the client informed with regular updates and set realistic expectations for resolution timelines.

1. Technical Expertise

a. Provide technical guidance on IBM Parts/Products.

b. Having deep technical expertise on IBM Platforms and products and work as a single point of contact.

c. Develop long term relationship with IBM Partners/ Client's advocates

1. Delivery governance across the accounts/ projects

a. Establish, review and update reports to monitor and track overall project/ account delivery management

b. Manage complex project escalations, potential risks

c. Collaborate and influence internal key stakeholders to ensure fulfilment, technology

support and flawless delivery of projects.

d. Conduct regular customer meeting to review the requirements to improve delivery methodology/ timelines.

Required technical and professional expertise

Technical Expertise:

• Provide technical guidance on IBM Infrastructure including Power/ Storage & MF .

Serve as the primary technical advisor and advocate to IBM TLS Partners

Delivery governance across the accounts/ projects

Establish, review and update reports to monitor and track overall project/ account delivery management

Coordination:

• Monitor support-related projects, configuration enhancements, and performance tuning.

• Ensure alignment with client objectives and timelines.

Proactive Guidance and reporting:

• Deliver regular reviews with actionable insights to the clients

• Produce monthly/ Quarterly performance reports.

• Create ad-hoc technical documentation and advisory reports as needed.

Hiring manager and Recruiter should collaborate to create the relevant verbiage.

Preferred technical and professional experience

Hiring manager and Recruiter should collaborate to create the relevant verbiage.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.