IT Client service manager

Global IT CSMs are Account focused and assigned to Complex, Multi Delivery Centre deals, usually with additional accountability for regional IT Client Service Managers and /or Client Service Advisory assigned to support the contract.

A Global IT CSM has a minimum of 5+ years experienced managing numerous medium sized deals/deliveries from one or more Client Centres.

• The single point of contact on end-to-end technology for the PMO: Assets, Infrastructure, Third Party Services, other IBM technology delivery organizations, and the Client
• Manages business as usual IT contractual cost, schedule, and service or product deliverables as they relate to the IT delivery organization. (40% + allocated to account required)
• Identify opportunities and drive CTO initiatives within the account. Work on IT enabled and involved processes to initiate Six Sigma (BB/GB/YB) projects to drive cost reduction
• Ensures formulation, development, implementation, and delivery of technical solutions is integrated with the business solutions.
• Provides Account IT leadership to the IT service delivery team and directs teams to develop program, project, product, and business strategies, and implement resulting solutions to meet contract deliverables
• Manages partnerships between the Project Office, Clients, Internal IBM BPS IT Delivery and 3rd party IT Delivery organizations.
• 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), or through the PMO contract change control process.
• 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.

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Required Professional and Technical Expertise:

• Knowledge of IT Infrastructure / Architecture including 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
• Financial management for the account in multi-geography delivery centers

Preferred Professional and Technical Expertise:

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