Client Success & Service Delivery Lead

IBM; Durham (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

IBM in Durham, NC is seeking a Client Service Manager to serve as the single interface for client readiness and contract execution. You will oversee service delivery, manage client relationships, and drive improvements across contracted services.

You will collaborate with IBM resources to develop action plans, monitor SLAs, and ensure contractual conformity. Strong communication and project coordination skills are essential for success in this role.

Qualifications

• Understanding of IT service management principles including SLAs and SoW management.
• Experience building and maintaining client relationships with trust and communication.
• Knowledge of service delivery methodologies, including reporting on contracted services.
• Understanding of contract management, tracking deliverables and operations.
• Familiarity with coordinating resources and action plans to improve service quality.

Responsibilities

• Deliver Client Support: provide total account system support and align with client targets.
• Maintain Client Relationship: establish, maintain, and improve client trust and satisfaction.
• Supervise Service Delivery: oversee implementation and ensure service levels are met.
• Manage Contract Deliverables: track and report maintenance operations and client operations.
• Develop Action Plans: create plans to improve service quality and coordinate resources.

Skills

IT Service Management

Client Relationships

Service Delivery

Contract Management

Project Management

Job description

IBM in Durham, NC is seeking a Client Service Manager to serve as the single interface for client readiness and contract execution. You will oversee service delivery, manage client relationships, and drive improvements across contracted services.

You will collaborate with IBM resources to develop action plans, monitor SLAs, and ensure contractual conformity. Strong communication and project coordination skills are essential for success in this role.