Client Service Manager ELH - RTP 2027

IBM; Boston (MA); On-site; USD 58,000 - 88,000; Full time

Job summary

IBM in Boston is seeking a Client Service Manager to act as the single interface for readiness and execution of contracted services. You will translate client needs into actionable plans and coordinate with IBM teams to ensure service continuity and success.

Required is a Bachelor's degree plus experience in IT service management, client relationships, contract management, and project coordination to drive improvements in service quality and client satisfaction.

Qualifications

• Exposure to IT service management principles, including SLAs, contract deliverables, and SoW management.
• Experience building and maintaining client relationships, including communication and issue resolution.
• Knowledge of service delivery methodologies, including implementation, maintenance, and reporting of contracted services.
• Understanding of contract management principles, including tracking and reporting of deliverables and maintenance operations.
• Familiarity with project management methodologies, including coordination of resources and action plan development.

Responsibilities

• Deliver total account system support to clients by understanding business targets and ensuring contracted services meet objectives.
• Maintain and improve client relationships through regular communication and issue resolution.
• Supervise the delivery of contracted services and ensure service levels are met.
• Track and report on contract deliverables, including maintenance operations.
• Develop action plans to improve service quality and client satisfaction.

Skills

IT Service Management

Client Relationships

Service Delivery

Contract Management

Project Management

Education

Bachelor's Degree

Job description

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk

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:

• Deliver Client Support: Provide total account system support to clients, understanding their business targets, strategies, and requirements, and ensuring contracted services meet these objectives.
• Maintain Client Relationship: Establish, maintain, and improve the client relationship, building trust and improving client satisfaction through regular communication and issue resolution.
• Supervise Service Delivery: Oversee the implementation and delivery of contracted services, ensuring service levels are met and identifying opportunities for improvement.
• Manage Contract Deliverables: Track and report on contract deliverables, including maintenance operations and client maintenance operations, to ensure contractual conformity.
• Develop Action Plans: Create and implement action plans to improve service quality and client satisfaction, coordinating with Client and IBM resources to ensure efficient service delivery.

Required education

Bachelor's Degree

Required technical and professional expertise

• Exposure to IT Service Management: Understanding of IT service management principles, including service level agreements, contract deliverables, and statement of work (SoW) management.
• Experience working with Client Relationships: Familiarity with building and maintaining client relationships, including communication, issue resolution, and trust-building techniques.
• Exposure to Service Delivery: Knowledge of service delivery methodologies, including implementation, maintenance, and reporting of contracted services.
• Experience working with Contract Management: Understanding of contract management principles, including tracking and reporting of contract deliverables, maintenance operations, and client maintenance operations.
• Exposure to Project Management Methodologies: Familiarity with project management methodologies, including coordination of resources, action plan development, and implementation to improve service quality and client satisfaction.

Preferred technical and professional experience

• Emerging Technologies Knowledge: Familiarity with emerging technologies and technical solutions pertaining to client needs, including their application in service delivery and contract management.
• Project Management Methodologies: Exposure to project management methodologies, including coordination of resources, action plan development, and implementation to improve service quality and client satisfaction.
• Vendor Management Experience: Understanding of vendor management principles, including contract management, cost management, and inventory management.

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future.Join us to help build our leading-edge technology portfoliodesigned for cognitive business and optimized for cloud computing.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

58,400.00

87,600.00