وصف الوظيفة
Introduction
Develops an understanding about the strategic direction of the account as it relates to function and business unit. Participates in, and supports, the tactical service delivery account plan and participates in strategic account planning, as appropriate. Understands client requirements and assists in setting program objectives. Learns and participates in IBM selling techniques to identify business opportunities with the client. Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management. Performs service delivery Crisis Management, maintains an audit ready posture and meets all business control requirements. Manages global delivery resources and services, if applicable. Their focus is on client relationship management, delivering on commitments to clients and achieving financial objectives of profitable revenue growth while creating an environment for growth and innovation. Establishes, maintains and improves the client relationship regarding all aspects of the contracted services as the representative of IBM. Ensures service delivery customer satisfaction objectives, contract cost targets and service level agreements are met and maintains a strong client partnership on C-Level. Leads service delivery team according to defined scope of services, statements of works, documents of understanding (DOU), and intercompany agreements (ICA). Effectively meets commitments, able to identify issues and recommends appropriate trade off decisions. Understands and supports IBM’s delivery strategy and can translate this into customer/account beneficial improvements. Leads Functional/Business Unit Strategies.
Your Role And Responsibilities
Develops an understanding about the strategic direction of the account as it relates to function and business unit. Participates in, and supports, the tactical service delivery account plan and participates in strategic account planning, as appropriate. Understands client requirements and assists in setting program objectives. Learns and participates in IBM selling techniques to identify business opportunities with the client. Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management. Performs service delivery Crisis Management, maintains an audit ready posture and meets all business control requirements. Manages global delivery resources and services, if applicable. Their focus is on client relationship management, delivering on commitments to clients and achieving financial objectives of profitable revenue growth while creating an environment for growth and innovation. Establishes, maintains and improves the client relationship regarding all aspects of the contracted services as the representative of IBM. Ensures service delivery customer satisfaction objectives, contract cost targets and service level agreements are met and maintains a strong client partnership on C-Level. Leads service delivery team according to defined scope of services, statements of works, documents of understanding (DOU), and intercompany agreements (ICA). Effectively meets commitments, able to identify issues and recommends appropriate trade off decisions. Understands and supports IBM’s delivery strategy and can translate this into customer/account beneficial improvements. Leads Functional/Business Unit Strategies.
Skills
Required technical and professional expertise
Environment
Business unit, country, or international professional mastery related to operations, strategies, and objectives in leading edge or critical situations.
Communication/Negotiation
Teamwork at highest levels. Plan and conduct complex negotiations reaching lasting agreements and commitments.
Problem Solving
Anticipate, create and define innovative and visionary concepts in strategic environment.
Contribution/Leadership
Develops and implements product, market, business, or technology strategies with executive review. Has vision of overall strategies. Contributes to policy making. Recognized as an expert and leader by members of a field, related functions, and multi -country organizations. Leads business unit, country, or international teams, conducts special projects, or manages functions or strategic departments.
Impact On Business/Scope
Accountable for business unit, major country, or international projects or programs. Responsible for committing multiple resources and achieving customer satisfaction, cost, expense, revenue and other business measurements of critical importance. Responsible for quality output/value add for highly visible products, services and future business development.