As a critical member of our senior leadership team, you will be responsible for ensuring the delivery of high-quality services, efficient resource management, effective issue resolution, and oversight on compliance and audit. You will play a key role in driving continuous improvement and automation across all areas of the account, while also managing a team of account leaders.
1. Delivery Management
· Lead a group of accounts, ensuring optimal service delivery performance and efficient resource management
· Responsible for delivery of services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.
· Collaborate with internal stakeholders and external partners to ensure successful account delivery
2. People Management
· Responsible for providing direction to multiple managers, and high level direction to delivery employees.
· Develop and execute succession plans to ensure smooth leadership transitions
· Implement strategies to prevent attrition and improve employee retention
· Foster a positive and inclusive work environment
3. Continuous Improvement and Automation
· Develop and implement improvement efforts on all areas of the account based on specific priorities and action plans
· Achieve Continuous Improvement (CI) targets and ensure accountability
· Collaborate with account teams and stakeholders to identify and implement automation or transformation opportunities
4. Critical Issue Resolution (Crit Sit)
· Lead the resolution of critical issues affecting account performance or client satisfaction
· Coordinate with account teams, internal stakeholders, and external partners to resolve issues
· Develop and implement corrective actions to prevent recurrence
5. Compliance and Audit (internal and external)
· Ensure compliance with IBM's policies, procedures, and regulatory requirements
· Identify and mitigate potential compliance risks
· Collaborate with internal and external auditors to ensure successful audit outcomes