The Security Services Manager (SSM) owns the relationship for IBM’s Security Services clients. They are accountable to their clients and know where to go within IBM to get support for their clients’ needs. The SSMs are skilled communicators, and have excellent organizational skills. They look for opportunities to retain and expand the business with IBM's existing Security Services clients.
The Security Services Manager constructs partnerships between client, IBM team, vendors, and subcontractor organizations and manages contract compliance. They have equally balanced skills in three key general management areas of:
Client relationship management
Account governance and reporting
Financial / business management
This role will be the primary focal point and owner for all Security Services activities on contracts, and will be accountable for and for improving overall customer satisfaction targets. Responsible to the following:
Serve as the main point of contact for all Security Services – Own and be accountable to their customers.
Develop and maintain high quality deliverables that address our client’s requirements and illustrate the value of IBM Security services.
Proactively communicate security news, including newly discovered threats and vulnerabilities, industry updates, and events or applicable security webcasts.
Understand the technology and services provided by Security Services and clearly articulate these to the client.
Understand IBM Security Services processes and procedures and clearly articulate these to the client.
Develop and maintain strong relationship with the client operational contacts and provide visibility into security services to client’s executive teams on a regular basis.
Develop and maintain strong relationships with internal colleagues.
Report account highlights and problems that require additional visibility, including technical, solution design, financial or governance issues.
Manage client escalations and ensure that the proper IBM teams are working together toward a solution.
Responsible for ongoing client and internal communication during escalations.
Ensure regular updates are being shared with internal stakeholders to increase visibility to accounts – during and outside of escalations.
Identify contract gaps at the beginning of a relationship/project and work with internal IBM stakeholders and client to resolve these gaps before they become an issue.
Identify new business opportunities and engage appropriate sellers to develop sales opportunities.
Understand account financials and how they impact the overall business.
Required Technical and Professional Expertise
At least 3 years of experience in Account Management
At least 3 years of experience in IT Security
At least 3 years of experience delivering presentations to customers
At least 3 years of experience in leading technical teams or resources
At least 2 years of experience advising senior-level staff in a complex environment
Readiness to travel 50% travel annually
Preferred Tech and Prof Experience
At least 5 years of experience in IT Security
At least 5 years of experience in project management
At least 5 years of experience in account management
Certified in CISSP
Certified in CISA
Certified in CISM
Certified in CCNP
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.