Customer Support Manager

IBM Customer Support Manager in Washington, District Of Columbia

Introduction

Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities

As a Customer Support Manager, you will be responsible for delivery and overseeing the day-to-day operations of a Federal Travel & Expense platform during Operations & Maintenance. You will direct all aspects of Operations for federal agencies on the program. This will include oversight of implementation, testing, and our Operations & Maintenance support team, aligning to industry best practices for Travel & Expense processes and procedures, and the enforcement of the overall governance model for Travel & Expense operations. You will design both short-term and long-term strategies for continuous improvement in supporting operations for our agencies.

Required Technical and Professional Expertise

• Extensive experience working as a Customer Support Operations leader providing guidance and support to operations personnel (ideally in support of a Travel & Expense Operations Center).
• Experience leading large, complex projects, involving multiple customer stakeholders and a distributed, cross-functional team, that includes subcontractors and part-time SMEs.
• Advanced experience engaging with client stakeholders and customers to determine appropriate process improvements.
• Excellent customer relationship management skills including effective oral and written communications.
• Agile management experience (e.g., as project manager, scrum master, system engineer, etc.), with experience developing business case and multi-year strategy improvement roadmaps.
• Candidates local to the DMV area will be required to work onsite in the Reston, VA office Monday-Thursday.

Preferred Technical and Professional Expertise

About IBM Consulting

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.

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.

Are you ready to be an IBMer?

Location Statement

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being. Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long-term disability coverage, and opportunities for performance-based salary incentive programs.

Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

We consider qualified applicants with criminal histories, consistent with applicable law. 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.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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