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

This role, as a member of project operation team, adjust and manage client's quality, security, infrastructure, assignments and major request and current as-is. Additionally, will support client negotiation and project set-up for Addendum projects.

This role mainly includes the job requirement of:

① Lead the Coordination and Resolution of Major Client Issues

• Assess the nature of requests raised by client regarding projects, quality, infrastructure, and other operational matters by identifying key issues, business impact, and urgency.
• Intervene directly in complex issues that cannot be resolved by the responsible teams and establish a clear resolution strategy.
• Mediate disagreements among teams regarding responsibilities, scope of work, priorities, resource allocation, and schedules.
• Collaborate with both client stakeholders and internal teams to evaluate alternatives and reach practical, executable agreements.
• Define action owners and completion deadlines for agreed-upon measures, and monitor progress through resolution.
• Prepare and present options, impact analyses, and recommendations for matters requiring Project Manager (PM) decisions.
• Coordinate and manage responses to critical or emergency incidents affecting project.

② Negotiate and Finalize Addendum Project Scope, Effort Estimates, and Pricing

• Review new client requests and determine whether they fall within the scope of the existing operations contract or require a separate addendum project.
• Work with relevant teams to define project requirements, delivery scope, deliverables, assumptions, dependencies, and exclusions.
• Consolidate effort estimates from development, operations, and other delivery teams, and validate their rationale and feasibility.
• Develop effort and cost proposals by considering required resources, project timelines, dependencies, constraints, and risks.
• Secure internal approvals and finalize quotations before submission to the client.
• Lead discussions with the client regarding project scope, effort estimates, and pricing, and drive final agreement.
• Document all agreed terms, estimation assumptions, quotation versions, and outstanding issues, and formally hand them over to the designated PMO for execution and tracking.

Required education

Bachelor's Degree

Required technical and professional expertise

• At least 10 years of experience in IT project management, operations management, client management, or commercial management, or equivalent demonstrated capability.
• Experience resolving differences between clients and multiple delivery teams in large-scale IT operations projects.
• A demonstrated ability to intervene in complex or long-standing issues and drive them to resolution.
• Experience defining requirements and scope, reviewing effort estimates, and negotiating commercial quotations.
• Sufficient understanding of IT operational matters-including security, performance, compliance checks, and incidents-to engage effectively with technical teams.
• Strong skills in client negotiation, issue analysis, report preparation, and decision support.

Preferred technical and professional experience

• Experience delivering projects for large enterprise clients.
• Experience in e-commerce and large-scale online service operations.
• Experience as a PM, operations lead, or client engagement lead, or in preparing proposals and quotations for additional projects.
• Understanding of project costs, resource effort, and profitability.
• Relevant certifications, such as PMP or ITIL.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.