Job Information
IBM Client Service Manager in Lima, Peru
Introduction
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.
Your role and responsibilities
As a Client Service Manager, you will provide clients with total account system support, establishing, maintaining, and improving the client relationship regarding all aspects of the contracted services. You will act as the single interface with the client for the readiness and execution of the operations necessary to run the contract. Your primary responsibilities will include: • Maintain Client Relationship: Establish, maintain, and improve the client relationship, clearly understanding the client's business target, strategy, requirements, and how the contracted service supports these client objectives. • Supervise Service Delivery: Oversee the implementation and delivery of the contracted services, ensuring the management of agreed service levels applicable to the technical support teams. • Develop Action Plans: Create and implement action plans to improve service quality delivered to the client, ensuring client satisfaction and contractual conformity. • Coordinate Resources: Collaborate with Client and IBM resources to ensure efficient service delivery, supporting the Delivery Project Executive in identifying growth opportunities and contract profitability. • Implement Project Management Methodologies: Apply project management methodologies to ensure effective service delivery, staying up-to-date with emerging technologies and technical solutions pertaining to client needs.
Required technical and professional expertise
Exposure to IT Service Management: Familiarity with IT service management principles and practices, including service level management, incident management, and problem management.
Contract Management Experience: Experience working with contracts, including understanding of contract deliverables, Statement of Work (SoW), and contractual conformity.
Project Management Methodologies: Exposure to project management methodologies, including their application in ensuring effective service delivery and identifying growth opportunities.
Technical Support Team Management: Experience working with technical support teams, including tracking maintenance operations and reporting client maintenance operations.
Emerging Technologies Awareness: Familiarity with emerging technologies and technical solutions pertaining to client needs, including their potential impact on service delivery.
Hands-on experience in Project Management.
Preferred technical and professional experience
Project Management Methodologies: Exposure to project management methodologies, including Agile, Waterfall, or Hybrid approaches, to ensure effective service delivery and identify growth opportunities.
Emerging Technologies Knowledge: Familiarity with emerging technologies, such as Cloud, AI, or IoT, and their potential impact on service delivery and client needs.
IT Service Management Tools: Experience working with IT service management tools, including service desk software, incident management systems, and problem management platforms.
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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.