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Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful changes for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio. Currently, we are looking for an Associate Partner | Managed Services to join our team. This is a full-time and permanent position only, that can sit anywhere in the United States with travel expected to client site when required Position Description The AP manages global delivery for IBM's Managed Services organization. This includes oversight of Service Deliver Managers (SDMs) that own account management and service delivery in support of our clients, Operations Managers who drive delivery execution, and the Service Desk function delivered from IBM Global Delivery Center in India. The AP is responsible for leading and mentoring SDMs to ensure contract compliance and client satisfaction. The AP is responsible for overall client satisfaction within the State/Local/Education Managed Services customer base, with some Small and Medium Business customers as well. The successful candidate will possess deep knowledge of Oracle products coupled with managerial and client relationship skills in an ITIL compliant service delivery framework. Responsibilities - Responsible for leading and managing a global delivery team while handling client escalations as needed - Provides executive oversight of client relationships and establishes trusted advisor relationships with key client executives - Manage and work as part of a talented team helping to solve complex client issues with the ability to provide clear direction - Solid understanding of ITIL processes and principals. ITIL Foundation Certification preferred. - Ensure contractual requirements are understood and managed by SDMs, including SLAs and contract compliance - Responsible for organizing and maintaining team priorities - Collaborate with numerous departments within IBM to provide comprehensive information and support to our clients - Working knowledge of Oracle Cloud Infrastructure, Oracle Fusion SaaS (user level minimum), Oracle on premise products. - Oversees and attends business meetings with clients (Weekly/Monthly/Quarterly) - Provides training and mentoring for teams to ensure that responsibilities are understood and met - Manages key performance metrics for delivery, driving execution through continuous service improvement - Helps set direction for service portfolio and strategy - Drives the service estimation and approval process in coordination with presales, delivery leads, sales, and Partner. - Drives adoption and evolution of best practices into delivery methodology including adoption of AI enablement. - Executive owner of service request system strategy.

Required technical and professional expertise

Bachelor's degree in computer science, Engineering, or business degree with equivalent technical experience - Minimum 15 years' IT operations and management experience - Previous experience managing a globally distributed team with dotted line relationships - Exceptional written and verbal communication skills - Ability to lead and mentor multiple team members and engagements - Strong presentation skills with the ability to create and deliver compelling slide decks to internal and external stakeholders using Microsoft PowerPoint - Extensive customer service experience - Ability to proactively manage a team and client requests and expectations - Experience developing and delivering Quarterly Business Reviews (QBRs) to clients - ITIL Foundation Certification & Associated Service Delivery Experience Necessary - Public Cloud Experience Necessary - Must be capable of working in a fast paced / high-stakes environment while maintaining composure. Must be able to project confidence in the face of adversity while maintaining an air of humility. - Ability to work in a team environment and develop working relationships both within and outside the immediate organization - Strong escalation management skills required - Business planning and transformation abilities are a must

Preferred technical and professional experience

- Oracle Ecosystem Knowledge: Deep understanding of Oracle's portfolio and ecosystem, including its various products and services, to identify opportunities for growth and expansion.

- Complex Account Management: Experience managing and growing large, complex accounts with multiple stakeholders, requiring strategic planning and execution to achieve revenue growth and client satisfaction.

- Business Growth Strategies: Expertise in developing and implementing business strategies that drive growth and revenue expansion, aligning with business objectives and driving growth initiatives.

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.

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