The primary focal point / owner for service delivery activities on a large complex contract and develops account support program objectives. Leads individuals / teams by setting direction, communicating, and exhibiting effective leadership behaviors to manage delivery of services and processes. Provides expert leadership to support team to meet those defined objectives according to PE / client needs. Consistently identifies and drives ways to improve service and client satisfaction. Recommends service delivery client satisfaction initiatives to the PE. Understands and develops service delivery client satisfaction plans / programs which include defect elimination, cycle time reduction, and incremental improvements which are continuously applied to client satisfaction initiatives. Establishes and applies total cost of ownership principles, develops alternative cost strategies, and continuously ensures cost effectiveness, efficiency, and continuous improvement of service delivery. Anticipates expected / unexpected risks / negative trends, effectively assesses these factors and implements risk management plans to mitigate events which could jeopardize contract / revenue goals. Ensures on time delivery of contract service delivery deliverables and attempts to improve on the timing. Partners with account leaders to meet revenue, profitability and growth objectives, improve overall client satisfaction and meet Service Level Agreements.Participates in IBM Global knowledge sharing and management which is key to IBM's success. Individuals will participate in or be responsible for the creation, harvesting, protection, and reuse of intellectual capital. Individuals will participate actively in knowledge sharing activities like communities of practice, forums, conferences and/or other knowledge exchanges.Assumes additional responsibilities as assigned.
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