IBM Service Integration Lead in AUSTIN, Texas

Be part of exciting technology and growing field — cloud technology and management. Cloud is at the center of IBM's product strategy and growth sector. By being part of the Brokerage services under GTS, the Service Integration Leaders will be able work with key technologies, business solutions and customer use cases that shape this space. These roles are based out of our Austin, TX location. Role and Responsibilities •Has overall responsibility for client satisfaction. The SC engages when a client is in the contract process and works with them through the deployment and lifecycle management. This is a client facing position with both technical and business oriented client touch points. The SC works with internal teams to deliver the end product and service to the client so strong program management skills are essential. •SLA Management•Directly responsible for managing implementation projects for SI clients and direct customers •Manage operations and resources to deliver client satisfaction to requests for support and service•Proactively insure client understanding and satisfaction with IBM Cloud Brokerage products and implementations•Exceed customer expectations for service and account management•Manage existing and new customer relationships and be responsible for identifying new customer opportunities and increasing revenue•Maintain current technical and functional knowledge of the IBM Cloud Brokerage products and solutions•Manage and assist in preparation of Statements of Work (SOWs), responses to RFPs/RFIs and proposals•Technical Program Management for key customers and managing all aspects of the customer relationship, customer satisfaction, and interaction across marketing, sales, support, solutions, product, finance etc.,•May be required to travel to the customer site(s)•Hold weekly client /SI project plan meetings or as needed.•Report to management via weekly status of project completion and target goals•The position may require on call shifts for after-hours support.ibmbrokeragejobs

  • 5+ years for Service Delivery Management

  • Years of Client Relationship / Account Management

  • 2+ Years of expertise in IT Service Management and Escalation Management

  • 2+ years of experience utilizing Negotiation Skills and Client Expectation Management

  • Technical Support Experience

  • May be required to travel to the customer site(s)

Domestic Delivery

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.