**Introduction**
At IBM, we know that transformation drives change, and it is in our DNA to continuously transform.
Our Business Transformation Consultants help drive large scale change that spans IBM business units and geographies.
As a part of this team, you will have the unique opportunity to be a part of driving IBM's ongoing transformation as a company that continuously innovates and leads the market.
**Your Role and Responsibilities**
The Client Strategy Leader is responsible for managing the delivery of the contracted TAO service to one or multiple clients.
The Client Strategy Leader is accountable for ensuring that the services are delivered in line with contractual and client satisfaction objectives.
The Client Strategy Leader manages client stakeholder relationships and communicates the progress and value of the TAO service to them and IBM stakeholders.
The Client Strategy Leader works in collaboration with the Delivery Project Executive to develop the innovation and growth strategy for the client, and participates in associated sales processes, representing delivery.
The Client Strategy Leader manages service delivery in line with forecasts and budgets and owns account forecasting and other financial review processes.
The role has people management responsibility for the Account team and contributes to driving engagement and delivery performance of the delivery team.
**Responsibilities**:
- Accountable for the delivery of the contract to the assigned client(s) adhering to defined scope and performance measurements
- Partners with the Delivery Project Executive to ensure effective client stakeholder management
- Provides updates to the Delivery Project Executive and other IBM stakeholders on project status/issues, possible cost overruns, resource and performance issues.
- Identify opportunities to increase revenue by utilizing IBM's range of products and services to deliver solutions in line with the account growth strategy and innovation roadmap
- Accountable for designing and delivering to client and Portfolio Executive, accurate and validated SLA's, monthly and quarterly performance metrics
- Ensures client satisfaction surveys are conducted and results and action plans are provided to the client (NPS)
- Consults with the client to identifying service/system/process/experience enhancements necessary to better align the solution with their desired business outcomes
- Control the P&L and budgets, in conjunction with the Delivery Project Executive, ensuring costs and expenses are managed in line with budget/forecast and financial plans.
- Accurately forecast revenue and cost and be accountable for invoice approvals and submission to the client.
- Work in partnership with the Delivery Center Manager/s and leadership teams to successfully provide required services to the client
- Accountable for management and/or co-management of the delivery team (including on-site, off-site and Delivery Center resources) ensuring that performance, professional development and engagement is being proactively managed.
- Responsible for the day-to-day management and direction of the Account team
- Review and approval of the delivery teams KPIs for performance and variable compensation (performance
- related bonuses)
- Manage continuous improvement plans, operational risks, issues and associated mitigation/action plans and escalate as applicable
- Develop and disseminate strategic insights from program status reports to client and internal stakeholders on the required frequency.
- Lead the delivery of client and internal monthly and/or quarterly business reviews.
- Obtain high client satisfaction levels with the service to promote positive NPS scores, references and case studies from the account
- Accountable for the compliance (Business Controls) of delivery for assigned accounts
- Work with the DPE and client stakeholders to provide continuous improvement and innovation
**Required Technical and Professional Expertise**
**Required**:
- At least 6 years' experience working in Staffing, Recruiting or Human Resources
- At least 4 years or proven experience of managing recruitment teams delivering against SLAs, forecasts and budgets
- At least 4 years or significant experience managing client accounts
- Good working proficiency in computer skills and MS Office (particularly Excel and PowerPoint).
- Significant experience of managing senior client relationships
- Ability to read, interpret and understand contracts and execute the requirements within that contract
- Experience of working with off-site teams
- Ability to travel as required (typically between 30-50% of time)
- Fluency in English
**Preferred Technical and Professional Expertise**
**Preferred**:
- At least 4 years or significant experience managing remote teams within a matrixed management environment.
**About Business Unit**
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in bus