Job Description

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
Account Focused, an IT Client Service Manager (CSM) is accountable for IT Service Delivery on CPS accounts on a client facing role.

• Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
• Support overall customer relationship and customer satisfaction
• Responsible for Security and audit compliance, reviews & actions
• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)
• Ensure that IMACs and Service Requests are action in line with contract commitments
• Reporting in IT Governance Status Meetings / Reports with PMO (Open IT DPE Actions, RAIL items, and Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
• Creating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)
• Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
• From Account perspective, manages matrix of IBM IT resources and coordinates client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
• Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.

Required Technical and Professional Expertise

• Knowledge of Windows, Network, Voice
• Knowledge of ITIL V3 Framework (Incident, Problem & Change Management Process Knowledge)
• Understanding of standards i.e. ISO/IEC 27001:2013, ISO 22301 Business Continuity & All regulatory controls including GDPR, and other Data Privacy regulations.
• Presentation skills & Communication Skill (Client Facing)
• Understanding of Windows, LAN/WAN
• Business Analytical skills on various financial services
• Project Management skills

Preferred Technical and Professional Expertise

• Project management methods
• Understanding of IT Network architecture on various platforms
• Understanding of ISO 27001, 22301, all regulatory Data Privacy guidelines
• Business Communication Skills
• Understanding of various Workflow solutions in IT related to financial services
• Understanding of ISO27001 and corporate audit guidelines

About Business Unit IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBM Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

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.

Location Statement When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.