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.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
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Your role and responsibilities
As a critical member of our senior leadership team, you will be responsible for ensuring the delivery of high-quality services, efficient resource management, effective issue resolution, and oversight on compliance and audit. You will play a key role in driving continuous improvement and automation across all areas of the account, while also managing a team of account leaders.
Key Responsibilities
1. Delivery Management
• Lead a group of accounts, ensuring optimal service delivery performance and efficient resource management
• Responsible for delivery of services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.
• Collaborate with internal stakeholders and external partners to ensure successful account delivery
2. People Management
• Responsible for providing direction to multiple managers, and high level direction to delivery employees.
• Develop and execute succession plans to ensure smooth leadership transitions
• Implement strategies to prevent attrition and improve employee retention
• Foster apositive and inclusive work environment
3. Continuous Improvement and Automation
• Develop and implement improvement efforts on all areas of the account based on specific priorities and action plans
• Achieve Continuous Improvement (CI) targets and ensure accountability
• Collaborate with account teams and stakeholders to identify and implement automation or transformation opportunities
4. Critical Issue Resolution (Crit Sit)
• Lead the resolution of critical issues affecting account performance or client satisfaction
• Coordinate with account teams, internal stakeholders, and external partners to resolve issues
• Develop and implement corrective actions to prevent recurrence
5. Compliance and Audit (internal and external)
• Ensure compliance with IBM's policies, procedures, and regulatory requirements
• Identify and mitigate potential compliance risks
• Collaborate with internal and external auditors to ensure successful audit outcomes
Required education
Bachelor's Degree
Required technical and professional expertise
• Relevant skills and experience in BPO or similar industry, preferably with experience managing in a multi-client environment
• Strong business operations knowledge in HR delivery services
• Proven track record of success in leading high-performing teams and delivering results Excellent communication, leadership, and problem-solving skills
• Strong analytical and strategic thinking skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.