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
IBM is one of the largest IT Services organizations in the world and considered “the leader.” Our industry ranges from hardware and software development to highly related skilled services. We have an exciting opportunity for a Client Availability Leader (CAL).

This customer facing role provides clients with total account system support and general manager responsibility to IBM Technical Support Services (TSS) related services. The TSS Client Availability Leader establishes, maintains and improves the client relationship regarding all aspects of the TSS contracted services area as the representative of IBM.

The Client Availability Leader clearly understands the client’s industry, business targets, strategy, and requirements, and has the responsibility to improve client satisfaction on availability services (maintenance service activities), leveraging and leading IBM, Business Partner and Vendor resources.

The Client Availability Leader maintains and reinforces the client relationship with IBM while being accountable to meet or exceed all IBM business control targets. The Client Availability Leader role will include identifying new MVS opportunities and working closely with the TSS Sales rep to be successful in capturing these opportunities to help improve IBM revenue and profit results.

The Client Availability Leader will act as the single interface with the client to propose, implement and oversee the services that contribute to the success of the client’s business. They have a fundamental role for the management of the TSS services contracts and associated revenue.

A strong understanding of IT Systems and infrastructure products (HW & SW) within the marketplace for both IBM and other OEMs is a necessary component of this role to assist with client related interactions with present contracted services as well as future opportunity identification and implementation.

IBM Technical Support Services works with all IBM LOB’s (GM, STG, IS, GBS, SWG, etc) to deliver contracted services to our clients.

Selected candidate should possess the following attributes:

  • Strong execution and interpersonal skills
  • Written and Oral Communication Skills
  • High level of organization skills
  • Ability to manage multiple responsibilities and set priorities
  • Strong attention to details

Required Technical and Professional Expertise
The Client Availability Leader requires a strong knowledge of client IT environments and organizations and experience in maintenance services. These skills are required to ensure the management of service levels covered through technical support by tracking of the maintenance operations and proper reporting of the client’s maintenance operations, and to implement action plans to improve service quality delivered to the client and ensure client satisfaction.

The CAL role also creates a demand for knowledge of IBM TSS processes and service offerings to properly identify, define and execute on client related interactions.

Preferred Technical and Professional Expertise

  • Proficient written and oral skills in English is required. French-Canadian language skills are a plus if available.
  • Professional Expertise in IBM TSS contract execution and billing processes is preferred. 2-3 years of experience preferred.
  • A strong understanding of IT Service Management (ITSM) for Systems and infrastructure products (HW & SW).
  • Prior training in IT support and understanding is a plus.
  • A good understanding of IBM Sales processes is preferred (but, not necessary)

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It’s a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, “What else is possible?” GTS is the place for you!

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

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