IBM Global Manager - Cloud Service Availability Managers (AvM) in New York, New York

The location for this position is an IBM office in one of the following areas:

  • San Jose, CA

  • Littleton, MA

  • Rochester, MN

  • Research Triangle Park, NC

  • Austin, TX

  • Dallas, TX

This open position is for a Global Manager for Software as a Service (SaaS) Shared Services Availability Managers (AvM) in the IBM Cloud Organization. This role is responsible for leading a global team of 13 AvMs, focusing on critical situation resolution, supporting multiple SaaS offerings across the Cloud Portfolio. This team provides a 24-7 on-call availability to respond to client severity 1 issues. Security and compliance are important to this organization.The Global Manager will have:

  • a proven track record in delivering multiple projects on time, with a deep understanding of operating in a shared services environment.

  • the ability to manage upwards, executive and client expectations (essential)

  • the ability to adapt to an ever-changing and fast paced environment (very important)

  • demonstrated effective communication skills with employees and clients, on all levels

The Global Manager is responsible for:

  • driving multiple global program initiatives

  • engaging with client teams and IBM Executives

  • supporting Critical Account Management for clients who require additional assistance

  • communicating with Senior Client Executives and addressing IBM escalations, internal and external to IBM Cloud

    The AvMs on this team are responsible for:

  • gathering the necessary technical and process Subject Matter Experts (SME) together at the time of the major event

  • performing problem determination and analyzing the issue to resolution

  • capturing all lessons learned and communicate status with final resolution summary at conclusion

  • driving the documentation and ownership of any processes, tools, education, tracking and closure of resulting action items from lessons learned during an outage


  • At least 5 years in a management role, preferably in a global leadership role

  • At least 3 years in a client facing services organization

  • At least 6 years’ experience in project and crisis management

  • At least 3 years’ experience in demonstrated executive written and verbal communication

  • At least 4 years’ experience in technical problem determination skills

  • Fluent in English

Cloud Service Delivery