IBM Service Integration Leader in Bangalore, India

About IBMIBM is a global technology and innovation company present in India since 1992. It is the largest technology and consulting employer in the world, with approximately 380,000 employees serving clients in 170 countries. In this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We are changing how we create. How we collaborate. How we analyze. How we engage. IBM is a leader in this global transformation. Business Unit Introduction IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services. Who you are:

  • You will apply your expertise in developing and implementation of the solution architecture.

  • You will also be working on product customization, integration and extensions required for the solution to meet the customer’s expectation.

    What you will do:

  • 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

    How we’ll help you grow: -You’ll have access to all the technical and management training courses you need to become the expert you want to be-You’ll learn directly from expert developers in the field; our team leads love to mentor-You have the opportunity to work in many different areas to figure out what really excites you

•5+ years for Service Delivery Management•2+ Years of Client Relationship / Account Management •Expertise in IT Service Management and Escalation Management•Negotiation Skills•Client Expectation Management•Preferably Certified Project Management Professional (PMP)•Technical Support Experience

Client Innovation Center (CIC)