Client Support Manager

Cape Town

Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era.
Join us and be part of a diverse and global team of thinkers and doers, and make an impact.

What you will do:
You will be responsible for the delivery of services on the assigned account(s) and managing and coordinating global integrated services delivery teams for the account and client.
You will take ownership of an enterprise wide strategy and performance of portfolios for synergy across portfolios in alignment with IBM's business strategy with maximum efficiency, productivity, and business results.
You will be accountable for the delivery scope for their integrated services teams to their account(s) and the functional performance of all resources aligned to the account(s).
You will act as the primary contact and service delivery advocate between the DPE/PE and the delivery support organization.
You will maintain a working level understanding of all technical services supported within a delivery tower with the ability to provide direction to teams in support of client critical business processes and infrastructure, service changes and critical system recovery.
You will manage the day to day delivery of service for one or more integrated delivery pools including: cost, supplier management, service level attainment, delivery quality, and task management for the account team and delivery.
You will work with the account teams and client (as appropriate) to understand requirements.
You will ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner.
You will promote and implement IBM standards and best practice as the foundation of service for the client, building relationships with peers for their Integrated Service across Delivery.
You will manage IBM service delivery activities for an account, within the requirements of the contract terms, conditions & Service Level Agreements.
The purpose of this element is to control Delivery Cost, Compliance and Customer Satisfaction at an account level.


Excellent communication skills (Dutch & English mandatory)
Minimum 3 years Service Desk experience
Previous Leadership / Management experience

Group ID: GTS
Brands: IBM
Country: South Africa
Job Family: 24A - TECHNICAL SERVICES

Type: Full-Time

Experience: Mid-Senior Level

Category: Project Management

Reference ID: 81339BR-ZA-Cape_Town

Date Posted: 2017/02/01