Client Success & Service Delivery Manager

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

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.