Client Service Manager ELH - RTP 2027

IBM; Durham (NC); On-site; USD 90,000 - 150,000; Full time

Job summary

IBM is seeking a Client Service Manager to serve as the primary interface with clients, ensuring readiness and execution of contracted services and maintaining trusted relationships across engagements.

You will oversee service delivery, manage contract deliverables, track performance against SLAs, and develop action plans to improve service quality and client satisfaction, coordinating with IBM resources to meet contractual targets.

Qualifications

• IT service management experience including SLAs and SoW management
• Proven ability to build and maintain client relationships
• Knowledge of service delivery processes including implementation, maintenance and reporting
• Understanding of contract management principles and deliverables
• Familiarity with project management methodologies for coordinating resources

Responsibilities

• Provide total account system support and act as the single client interface for readiness and execution of contracted services.
• Establish and improve the client relationship, building trust and ensuring client satisfaction.
• Oversee the implementation and delivery of contracted services, ensuring service levels are met and identifying improvements.
• Track and report on contract deliverables, including maintenance operations and client maintenance activities.
• Develop and implement action plans to improve service quality and client satisfaction, coordinating with IBM resources.

Skills

IT service management exposure

Client relationships

Service delivery knowledge

Contract management

Project management methodologies

Job description

Introduction

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

Introduction

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 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.