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IBM IBM Z Client Care - Resolution Team Leader in POUGHKEEPSIE, New York


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


The Resolution Team Leader (RTL) is focused on Client Success Management by managing the Client relationship. This person engages with clients and client account teams, both during critical situations as well as during proactive planning. The RTL is a steward of the IBM Z brand, actively engages with Support, Development, Test, Sales, Supply Chain, Offering Management, and more to solve impacting problems for our clients and to enable retrospectives to improve processes, future offerings, and deliverables. The scope of this role is expansive, and regular executive communication to multiple areas is required. The RTL is responsible for the resolution of assigned client satisfaction issues with products/services/offerings and employs specific processes and tools to plan, track, monitor and report resolution activities and progress. This person is focused on knowing our Clients to ensure satisfaction in an effort to build long-term Client relationships, enhance Client loyalty with renewals, and restore client satisfaction when at risk or has eroded due to a critical client situation. In this role, there are opportunities to drive and/or take part in transformation across the Support and IBM Z Teams. This person must have a strong desire to make a difference for our clients.

Required Technical and Professional Expertise

  • BS-CS/Math/Eng/Business or equiv

  • Leadership skills, with a proven track record of successful execution

  • Demonstrated project management.

  • Strong knowledge of IBM Z

  • Strong desire to make a difference for our clients.

  • Ability to collaborate & lead across functional areas.

  • Desire to learn.

  • Candidate must be based in Poughkeepsie, NY

Preferred Technical and Professional Expertise

  • Experienced, professional at a Band 8/9 level

  • Client-facing experience

  • Technical background with IBM z/OS technology, IBM Z Systems, & IBM Z Software skills

  • Experience with enabling a transformative project or team, as either a leader or team member.

  • Experience with technical support and/ or service delivery.

About Business Unit

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

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

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

IBM intends this job to be performed entirely outside of Colorado.

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.