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IBM Worldwide Managed Services Director - Atlanta, GA in Philadelphia, Pennsylvania

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

Acoustic, in support of IBM is seeking a Worldwide Managed Services Director to join our growing organization. This position will be based in Atlanta, GA and applicants will ideally reside in the area.

Have you mastered the art of scaling a managed services business in a SaaS or digital agency setting and want a truly next-level challenge? Acoustic Managed Services operates our technologies for the biggest brands in the marketing business. And that delivery has to be operationally flawless, perfectly resourced, always within SLAs and strongly profitable. Your deep BPM/BPO experience and leadership will help us continue to harden an already-strong practice and continue to drive operational rigor and world-class execution on behalf of the world’s best marketers.

RESPONSIBILITIES:

  • Lead the institutionalization of Managed Services Best Practices and execution procedures:

  • Identify and close gaps in procedures and documentation

  • Perform audits to verify adherence

  • Ensure business processes are organized around key SLA metrics

  • Lead and implement performance management initiatives to improve service quality activities for managed services practice, such as customer request management, deliverables management, process improvement plans, modification of service offerings, issue management, etc.

  • Optimize Service Delivery Excellence by continuing to catalog team skills inventory while consistently building training and career plans on an individual level

  • Continue to build scale, skills and methods into new and emerging Managed Services offerings

  • Interface directly with customers on flawless channel execution, overall customer satisfaction and specific issue resolution.

  • Review, consolidate and provide performance reporting in the areas of revenues & costs (P&L), service offerings, resourcing, escalations, CSAT and other components for ongoing projects to relevant stakeholders for the managed services practices

  • Closely manage a highly variable workload across the staff (both FTEs and subcontractors) to deliver the best outcomes for customers and the business

  • Lead and motivate the entire Managed Services team, and continue the strong team environment that exists today

Required Technical and Professional Expertise

  • Minimum of five (5) years managing a professional or client services team(s) or organization at a software, tech consultancy or digital agency in a direct managerial capacity

  • Minimum of three (3) years of experience with marketing automation technologies

  • SaaS experience is required

  • Demonstrated PS leadership skills in planning, reporting, budgeting, development and deployment experience

  • Deep experience with both Salesforce and PSA

  • Proven leadership skills and the ability to motivate and foster teamwork

  • Functional understanding of web technologies (HTML, CSS, Web Forms, Javascript, APIs, Web Services), database and internet technologies

  • Demonstrated experience with BPMN 2.0 and the ability to seamlessly implement the process improvement outcomes

Preferred Technical and Professional Expertise

  • Preference given for experience in marketing channels, ranging from martech to adtech to analytics to creative

  • Large scale experience with Change Management across both individual departments like marketing and the broader organization

  • Strong communication (written & verbal), organizational, interpersonal, problem solving, negotiation, multi‐tasking, and follow-through skills

About Business Unit

At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

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.

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