This role ensures client needs are satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfaction. They build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW). They work with the Project Office and delivery organization as a primary point of contact for client needs requirements and expectations with regard to assigned IBM team operations. They provide account leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. They manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organization. They manage IBM resources and coordinate client resources to deliver services and solutions to support the client organization. They support the Project Executive (PE) in identifying growth opportunities and contract profitability. They own quality for service provided by the delivery organization and is are responsible for tracking and reporting on service level performance. Project Management methodologies, emerging technologies and technical solutions pertaining to client needs should be areas of expertise.The employee Influences the functional strategy.Skills:Environment:Professional knowledge of function, business unit or country operations. Understand organizational resources, priorities, needs and policies.Communication/Negotiation:Guide other professionals. Adapt communications and approaches to conclude negotiations with various partners, resulting in common agreements.Problem Solving:Analyze complex/new situations, anticipate potential problems and future trends, assess opportunities, impacts, and risks. Develop and implement solutions.Contribution/Leadership:Leads multi-functional teams, or conducts special projects, or manages department(s) (national or international). Has vision of functional or unit mission. Influences people and organizations, including executive management, when issues are complex/difficult and require considerable diplomacy. Considerable latitude in responsibilities to define and decide on tools, processes, priorities and resources following general business unit directives. Recognized as an expert in their field. Often no precedent exists.Impact on Business/Scope:Accountable for projects or programs involving multi- functional, country-wide or regional teams. Responsible for overall functional program success. Activities are subject to business measurements, impact customer satisfaction, and impact functional, business unit, or country costs or expenses.
Cognitive Process Services
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