Security Services Account Manager

Job Description

Introduction
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
This role is the primary contact between the DPE and delivery support organization. They are an integral part of the account planning and delivery support strategy. They support the DPE and/or PE as the service delivery advocate. They proactively monitor the problem and change process and manages problem and change issues and alerts as needed. They work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business. They help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. They lead and direct the delivery team with direction from the DPE/PE and may be assigned to one or more accounts depending on their size and complexity. They monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner. Responsibilities include: - Provide DPE/PE single point of contact and be the advocate between Service Delivery and the DPE/PE/Customer - Manage cost including annual DOU/interlock plan negotiations between service delivery and the DPE/PE - Ensure positive customer satisfaction and customer relationship is maintained - Manage delivering to contract performance standards and client measurements - Drive/Manage service quality and improvement of service delivery processes - Participate in the (O)/U cost/recovery management with the DPE/PE - Continually identify ways to reduce cost delivering the services and improve service - Deliver on service commitments - As directed by the DPE/PE, drive/manage subcontractors/third party providers - Participate in Technical proposal preparation and submit to DPE/PE for review and approval - Participate in account plan/strategy - Understand customer requirements and business opportunity/requirements identification, guidance, support and closure - Provide technical support and participate in the Change Control Board and/or change control process - Provide account leadership/direction and technical support - Participate in response to RFS's on behalf of the delivery organization - Drive/participate and coordinate audit readiness and GSD331 compliance for delivery - Drive/participate and coordinate crisis management The employee guides functional objectives or technologies.
Required Technical and Professional Expertise
Technical
Knowledge of Juniper and Check Point
- Fluent English
Environment:
Professional knowledge related to incumbent's function/business unit and its processes.
Communication/Negotiation:
Advise other professionals. Effectively utilize group dynamics. Negotiate to define approaches and goals.
Problem Solving:
Recognize complex problems related to functional objectives. Analyze situations and implement solutions, or develop new system elements, procedures or processes.
Contribution/Leadership:
Provides ongoing technical /operational guidance to lead professional work teams, conducts special projects, or manages department(s) (national or international). Understand department/ functional mission and vision.
Impact on Business/Scope:
Accountable for department results and for activities and/or projects involving multi-functional teams. Regularly participates in overall functional program planning.
Preferred Technical and Professional Expertise
Portuguese
About Business Unit
IBM is a leading provider of enterprise security solutions. Named by industry analysts as a leader in 12 security market segment categories, IBM Security is a multi-billion dollar business that is rapidly growing. In an industry focused on building walls, IBM Security is focused on creating an open, connected security ecosystem that leverages AI and cloud to help clients improve compliance, stop threats, and grow their business securely.
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.