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IBM

Enterprise Support Services Delivery Leader

Introduction
The Enterprise Services Delivery Leader is responsible for a group of Global Technical Account Managers, overall delivery model and relationships for a defined group of Premium Support customers. The goal is to develop a Premium Customer Support organization designed to deliver unparalleled value that the customer can feel. Focus on client outcomes with proactive actions and interactions that build trusted relationships between the Technical Account Manager and the Customer increasing adoption of IBM services and developing referenceable customers. The leader will set the vison to deliver an Enterprise like experience for IBM Public Cloud customers. The leader will be expected to drive collaboration across internal IBM organizations when it comes to delivery execution for the end IBM client. The role will be global in scope with leadership across multiple geographies.

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Your Role and Responsibilities
Essential Duties:
  • Clearly define customer segmentation and the roles and responsibilities of the Premium Support organization and Technical Account Managers
  • Accountability for the overall satisfaction of a rapidly growing base of enterprise customers within the Premium Support space.
  • Define the short and long-term business goals and objectives of each customer as they relate to IBM and enable the achievement of those goals and objectives through the use of IBM's wide array of technical services and solutions.
  • Provide daily proactive guidance, planning and recommendations for Technical Account Managers and their accounts.
  • Define overall success metrics and create/maintain an overall Health report on each client considering cases, escalations, outages, NPS scores etc.
  • Be the voice of the customer and facilitate the resolution of customer issues through coordination of efforts among IBM's internal organizations (Customer Care, Advanced Customer Support, Network Operations, Systems Engineering, Product Development, Product Management, Product Marketing & Sales and Executive Leadership)
  • Proactively analyze tickets and interactions between the Advanced Customer Support team and the Technical Account Managers to develop solutions to delivering expected service levels.
  • Perform QBRs with customers (onsite and over the phone) to review service levels, metrics and customer environment performance.
  • Work with the relevant tribe leaders in the governance model to proactively identify and solve complex customer issues around technical solutions and process.
  • Maintain a close working relationship with internal stakeholders to solicit feedback and forecasts for additional business
  • Define customer success outcomes for each customer (both internal and external)
  • Keep the customer informed of key IBM updates that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)
  • Leadership and planning for overall growth of Technical Account Manager organization, including setting annual goals, tracking pipeline and team assignments
Requirements
  • BA/BS/MBA degree
  • 7-10 years' experience managing priority/top accounts in the technology sector
  • Proven track record developing key executive relationships
  • Attract and procure high potential individuals into the team
  • Ability to plan, coordinate, and manage multiple initiatives simultaneously
  • Ability to motivate and influence people to elicit high quality work output and results
  • Sufficient technical knowledge of relevant technologies including compute, network, virtualization, application development et al.
  • Excellent written and verbal communication and presentation skills
  • Ability to work independently and as part of a team
  • Ability to engage during nights and weekends
  • Travel 30%-40%

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Required Technical and Professional Expertise

• 7-10 years' experience managing priority/top accounts in the technology sector

• Proven track record developing key executive relationships

• Attract and procure high potential individuals into the team

• Ability to plan, coordinate, and manage multiple initiatives simultaneously

• Ability to motivate and influence people to elicit high quality work output and results

• Sufficient technical knowledge of relevant technologies including compute, network, virtualization, application development et al.

• Excellent written and verbal communication and presentation skills

• Ability to work independently and as part of a team

• Ability to engage during nights and weekends

• Travel 30%-40%
• BA/BS degree

Preferred Technical and Professional Expertise
• MBA degree

About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client's data, no matter where it resides, to respond to changing market dynamics.

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.

Job ID: ibm-283390BR
Employment Type: Other

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