IBM Cloud Brokerage Services is IBM’s solution for Hybrid Cloud Enablement, giving our client’s IT organization visibility and governance, without sacrificing speed and business agility. Our solution is built on our recent acquisition of Gravitant. We continue to operate with a start-up mentality but with access to the tremendous market reach of IBM. We are global in scale, with customers in Europe, North America, South American and Asia Pacific. We are pan-industry in scope, delivering to a client base representing a range of industries including: telecommunications, retail, aerospace, financial services and others. IBM Cloud Brokerage is a purpose-built suite of applications that enables a self-service ability to browse, search, order and fulfill services powered by a comprehensive, curated IT as a Service catalog spanning Public, Private and Hybrid Clouds and Traditional IT providers. It is a core component of IBM’s strategic investment in the IBM Services Platform with Watson (ISPW), a complete and automated IT as a Service environment powered by the unmatched cognitive capability of Watson. The Client Services and Enablement Leader will be part of a group deploying and managing complex Enterprise software solutions in the areas of cloud brokerage, cloud management, data center transformation, Enterprise Hybrid Cloud Architectures and IT Governance. Our delivery organization is made up of functional teams managing (a) Client Advocacy, (b) Client Onboarding and Transformation, (c) Client Solution Engineering and (d) Client Services and Enablement. The Brokerage Client Services and Enablement lead position is responsible for leading and managing a worldwide organization covering a portfolio comprising of Customer Support (L1), Sustaining Engineering (L2), Client Enablement (product training) and Enterprise Solutions QA. Our organization operates within a challenging, modern, and fun work setting. We operate with truly agile methods and tools, deploying containerized, cloud native, product through a CI/CD pipeline. Job Description & Responsibilities: The candidate will have to scale and manage a 24x7 worldwide organization to successfully support brokerage solutions for Enterprises and other strategic market segments. The functions within the group cover as follows:
The Customer Support (L1) and Sustaining Engineering (L2) units within this group are responsible to provide support for Brokerage Solutions implementations for all our clients. The support and management of our solutions involves support of customizations, extensions and integrations to the IBM brokerage platform. Major integration types include integrating with AWS, Azure, VMWare, ServiceNow, ITSM and DevOps solutions. The teams work with platform/integration development and product management leads to support and manage customer implementations.
The Enterprise Solutions Quality Assurance unit within this group is responsible for end to end testing of our solution stack, cutting across the base platform, customizations, extensions and integrations to the IBM brokerage platform.
The Client Enablement team within this group is responsible for enablement and ongoing training of our worldwide clients using the brokerage solution.
The goal of this group is to delight our customers by responding quickly and effectively to customers’ technical and product solution needs. They achieve this through Quality Assurance of client solutions, Effective Client Enablement and high impact Client Support. This group has the ownership to ensure the stability, integrity, and efficient operations of our solutions by testing, monitoring, maintaining, supporting, and optimizing our client deployments. The focus is to continuously drive key improvements to ensure our client service operates efficiently with predictable results. For this group to be successful, key aspects are the ability to apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues within a complex ecosystem of Brokerage Services solution deployments. As the group at forefront of client interactions, key responsibilities of this group also include:
Aligning with Client Advocacy team to effectively deliver on strategy and initiative commitments to grow and retain customers for life.
Partnering with Client Advocacy team for identifying operational activities to drive improvements related to client engagement, onboarding, health monitoring and churn avoidance. Use analytics, data and business knowledge to drive continuous improvement within the group.
Identification of new product features and feature gaps, provide guidance to clients on existing product issues, and collaborate with Client Solution Engineering to influence the growth features in Brokerage product and solution.
Delivering best practices recommendations, tutorials, blog articles and technical project presentations adapting to different levels of key business and technical stakeholders.
Establishing improvement roadmaps and managing key project milestones for concurrent Brokerage engagements, advocating internally for product features and business direction.
Responsibility for steady state operations, initiatives and projects that administer a high level of service to client base. Drive operational strategies to most effectively use technologies and resources to drive client delight.
Responsibility for creating client education content, training program strategy, consulting with our clients, engaging with our client community and building a world class client training and enablement program.
Providing QA coverage in a continuous delivery environment. Leading a team that uses a blend of exploratory and black box testing and the ability to drive solution testing and focus on high risk areas in the product and solution. Driving a culture of high impact test coverage and test automation.
Candidate Profile: The ideal candidate will have 10-15 years of cross functional experience in successfully delivering next generation cloud solutions to the market within schedule and budget. The cross functional experience should provide a clear indication of successfully creating, delivering and scaling innovative Enterprise solutions while playing different roles across the customer engagement and delivery value lifecycle. The cross-functional experience should span the following areas:
Deliver XaaS Solution to Enterprise Market: The candidate has experience delivering enterprise class cloud XaaS solutions to early adopter markets.
Enterprise Client Services: The candidate has experience in leading a Client Services organization in a large Service Provider firm and successfully managing packaged software implementation projects.
Managing Enterprise IT: The candidate has worked in or worked with Enterprise IT organizations in Delivery management roles and clearly understands enterprise solution adoption lifecycles and drivers.
Enterprise IT Architecture and Cloud: The candidate understands Cloud architecture and has delivered solutions in hybrid environments as a product manager, architect and/or service delivery manager.
At least 10 years of experience in the
Ability to build, scale and manage a highly skilled and motivated team of professionals across the world, spanning multiple time zones. Develop and mentor the team to deliver a high quality 24x7 operational environment for our customers and internal users.
Ability to drive processes, methods, tools and attitude to drive high client satisfaction. This includes operational management to drive 24x7 support organization that constantly monitors and manages Brokerage deployments for reliability and availability.
Understanding of Public Cloud providers like AWS(Amazon Web Services) , Microsoft Azure, Google Cloud and IBM Softlayer cloud services as well as Private Cloud deployment architectures.
Understanding of Enterprise Integrations like ITSM integrations, Private Cloud Integrations, Security Integrations – examples VRealize, Service Now, Single Sign-On, ICO, Openstack based environments, other Orchestration engines, etc.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.