Delivery Project Executive - National Market BP Accounts
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
Client Relationship Management
1. Act as the primary point of contact for the assigned end clients ensuring consistent and proactive engagement.
2. Develop client relationship mapping for each account and drive actions that strengthen IBM TLS relationships, based on extensive experience with business partner accounts in EMEA region.
3. Create written best practices for others to follow with similar accounts.
4. Focusing on long-term relationship building, client satisfaction and account retention.
5. Build trusted executive relationships and manage stakeholder expectations with 100% client satisfaction.
6. Leads regular business reviews and ensures alignment of TLS offerings with client business objectives and transformation goals.
7. Verify the existing service offerings the clients have and do not have, and create & execute a plan to work with the client regarding other services the clients need.
8. Leads regular governance meetings and addresses escalations promptly.
9. Ensures high levels of customer satisfaction and renewals.
10. Champions the client's business goals internally at IBM.
Business Partner Management
1. Act as the primary point of contact for the assigned business partner accounts ensuring consistent and proactive engagement.
2. Managing Partner relationships by handling end to end services and provide Contracts, SOW, SLAs etc
3. Communication with clients, including Client's Strategic Partnership
4. Submissions of prior approvals for fund used
5. Post event/purchase claim submission for reimbursement and reconciliation
6. Develop a lasting relationship with business partner accounts.
Project & Delivery Management
1. Lead and manage all TLS-related end-to-end delivery of IT services including hardware maintenance, software support and asset lifecycle services.
2. Drive day-to-day service delivery or project execution by ensuring adherence to project delivery timelines, budgets and quality standards.
3. Ensure contractual obligations are met with zero deviation of SLAs.
4. Manages, monitors KPIs and SLAs, and ensures contract compliance.
5. Aligns project execution with client objectives and IBM methodologies.
6. Drives continuous service improvement and delivery excellence.
7. Review of service delivery metrics and KPIs to evaluate IBM's performance and corrective actions needed
8. Conduct scrum meetings for all key projects and compile meeting notes and actionable items.
9. Identify gaps in project delivery and prioritize the backlogs of services.
10. Co-ordinate with Business, Customer & technical teams for bringing in Strategic solutions and innovations
11. Take ownership of customers' issues and follow up with project team and customer to take problems through to resolution.
12. Lead and Manage project escalations and provide RCA to end customer.
Want more jobs like this?
Get jobs in Durham, NC delivered to your inbox every week.
13. Apply best practices to the area of improvement and compliance with standards and if required, draft clear guidelines to be followed by project teams to achieve timely delivery of the project.
14. Attending project meetings with both TLS Americas management stakeholders and project team members to establish and implement requirements and processes.
15. Ensure post-delivery support is provided with 100% client satisfaction
16. Responsible for writing reports to show project tracking and progress to customers and to all the TLS Americas stakeholders.
17. Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards.
18. Ensuring SLAs, delivery KPIs, and technical performance metrics are consistently met or exceeded.
19. Manages cross-domain service teams to drive high availability.
20. Ensures proper onboarding, training, and ongoing performance monitoring.
21. Facilitates a collaborative and accountable service delivery culture.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
Ability to thrive in highly dynamic and demanding role and to mentor others
- Experience with PM practices
- Excellent communication skills
- Excellent organizational skills
- Excellent computer skills - MS Office (Work, Power point, Excel)
- Good analytical and problem solving skills
- Strong customer driven focus
- Good presentation skills
- Ability to work in a high pressure, dynamic situations, with a large degree of autonomy
- Ability to lead, set direction and model effective leadership behaviors in dealing with individuals from the virtual cross-functional teams
Preferred technical and professional experience
3-5 years of management or project management experience
• Knowledge of IBM TLS processes and tools
• Specific experience in business partner management
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
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 500 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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
Company Videos
Hear directly from employees about what it is like to work at IBM.