Assistente de serviço ao cliente

**Introduction** At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. **Your role and responsibilities** As a Client Service Manager, you will provide clients with total account system support, establishing, maintaining, and improving the client relationship regarding all aspects of the contracted services. You will act as the single interface with the client for the readiness and execution of the operations necessary to run the contract. Your primary responsibilities will include: • Maintain Client Relationship: Establish, maintain, and improve the client relationship, clearly understanding the client's business target, strategy, requirements, and how the contracted service supports these client objectives. • Supervise Service Delivery: Oversee the implementation and delivery of the contracted services, ensuring the management of agreed service levels applicable to the technical support teams. • Develop Action Plans: Create and implement action plans to improve service quality delivered to the client, ensuring client satisfaction and contractual conformity. • Coordinate Resources: Collaborate with Client and IBM resources to ensure efficient service delivery. • Support Growth Opportunities: Assist the Delivery Project Executive in identifying growth opportunities and contract profitability. **Required technical and professional expertise** • Exposure to IT Service Management: Understanding of IT service contracts, contract deliverables, and overall Statement of Work (SoW) to manage and reinforce client relationships. • Experience working with Client Relationship Management: Ability to establish, maintain, and improve client relationships, understanding client business targets, strategies, and requirements. • Familiarity with Service Level Management: Knowledge of managing agreed service levels applicable to technical support teams, including tracking maintenance operations and reporting. • Exposure to Project Management Methodologies: Understanding of project management principles to coordinate resources and ensure efficient service delivery. • Experience with Technical Solutions: Familiarity with emerging technologies and technical solutions pertaining to client needs to identify growth opportunities and improve service quality. **Preferred technical and professional experience** • Project Management Methodologies: Understanding of project management principles to coordinate resources and ensure efficient service delivery, including knowledge of emerging technologies and technical solutions pertaining to client needs. • Technical Solutions Expertise: Familiarity with technical solutions to identify growth opportunities and improve service quality, supporting the Delivery Project Executive in identifying growth opportunities and contract profitability. • IT Service Management: Exposure to IT service contracts, contract deliverables, and overall Statement of Work (SoW) to manage and reinforce client relationships, ensuring client satisfaction and contractual conformity. 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.