IBM is one of the largest IT Services organizations in the world and is considered "the leader." Our industry ranges from hardware and software development to highly related skilled services. We have an exciting opportunity for a Client Service Manager (CSM).
This customer-facing role provides clients with comprehensive account system support and general management responsibility for IBM Technology Lifecycle Services (TLS) related services. The TLS Client Service Manager establishes, maintains, and improves client relationships regarding all aspects of the TLS contracted services as the IBM representative.
Your role and responsibilities
The Client Service Manager understands the client's industry, business targets, strategy, and requirements, and how the contracted services support these objectives. The CSM maintains and reinforces the client relationship with IBM while meeting or exceeding all IBM business control targets. The role includes identifying new MVS opportunities and collaborating with the TLS Sales team to capture these opportunities, enhancing IBM's revenue and profit.
The CSM supervises the implementation and delivery of contracted services, aware of all complementary offerings that may contribute to the client's success and expand IBM's footprint. They manage TLS service contracts, deeply understand contract deliverables and the Statement of Work (SoW).
The CSM acts as the primary interface with the client for readiness and execution of operations to meet contract deliverables, including service level tracking and reporting. Responsibilities include crisis management, invoicing, inventory and cost management, vendor management, maintaining an audit-ready posture, and ensuring business control compliance. The CSM develops and implements action plans to improve service quality and client satisfaction, coordinating resources for efficient service delivery.
A strong understanding of IT Systems and infrastructure products (HW \& SW) in the marketplace for IBM and other OEMs is essential for client interactions and identifying future opportunities.
The CSM supports the TLS Sales team in identifying growth opportunities and maintaining contract profitability. Project management methodologies, emerging technologies, and technical solutions should be areas of expertise.
The role involves understanding the strategic direction of the account, participating in tactical and strategic account planning, and supporting IBM's selling techniques to identify business opportunities.
The CSM manages global delivery resources and services if applicable, focusing on client relationship management, fulfilling contractual commitments, and achieving profitable growth. They lead service delivery teams according to scope of services, SoW, DOU, and ICA, meeting commitments and addressing issues proactively. They support IBM's delivery strategy, translating it into beneficial improvements for the customer and account.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
The candidate must have a minimum of 5 years of client-facing experience with strong knowledge of client IT environments and maintenance services. This expertise ensures proper management of service levels and contract deliverables, helping to identify efficiencies that benefit both the client and TLS.
The role requires knowledge of IBM TLS processes and service offerings, with the ability to define and execute client interactions effectively.
Preferred attributes include strong execution and interpersonal skills, excellent communication, high organization, multitasking ability, and attention to detail.
Additional preferred skills include proficiency in English, knowledge of IBM TLS contract execution and billing, understanding of IT Service Management (ITSM) for hardware and software, and familiarity with IBM sales processes.
About the Business Unit
IBM Systems helps IT leaders think differently about infrastructure, powering critical industries with innovative servers and storage that understand, reason, and learn, enabling clients to innovate and avoid issues.
Your Life @ IBM
IBM emphasizes continuous learning, courage, innovation, trust, and personal responsibility. IBMers are growth-minded, curious, open to feedback, and collaborative, driving exceptional outcomes for customers and embracing challenges with resourcefulness and a focus on results.
Are you ready to be an IBMer?
About IBM
IBM's greatest invention is the IBMer. We believe in applying intelligence, reason, and science to improve business, society, and the human condition, leveraging open hybrid cloud and AI strategies worldwide.
Since 1911, IBM has been a leader in reinvention, employing many Fortune 50 companies relying on IBM Cloud. We are pioneers in AI, quantum computing, and blockchain, committed to responsible innovation and global progress.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. We also comply with all fair employment practices regarding citizenship and immigration.
Other Relevant Job Details
Must be able to work in Canada without sponsorship. For location-specific details, please discuss with the recruiter after applying.
Job Title: Client Service Manager
Job ID: 29985
Location: Toronto, Canada
Work Arrangement: Onsite
Area of Work: Project Management
Employment Type: Regular
Contract Type: Regular
Position Type: Professional
Some travel may be required based on business demand.
