Client Success & Service Delivery Lead

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

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.