21 days old

Contract Management Representative (German and English)

  • Job Code

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems.If solving problems and helping others succeed excites you, lets talk!

Your Role and Responsibilities
The focus of Contract Management team is to provide support in the process of implementation of HW Maintenance contracts and to ensure TSS provide high quality, cost effective, client focused service that delivers to contract scope and optimises cost.

Our key driver is to sustain and grow profitability, whilst maintaining high client satisfaction through our level of service, to ensure that IBM becomes supplier of choice for all TSS Hardware and Software services.

Key Responsibilities:
Knowledge and understanding of the contract and the client environment
Contract management contract creation, contract maintenance and contract performance management
Analyse data & perform a thorough Root Cause Analysis
Growth opportunity identification and coverage
Accountable for Inventory Management
Change Management - Manage additions and deletions to contracts including third party maintained equipment and ensure any termination fees payable by the client are managed
Service performance/SLA Achievement - manage SLA to meet contracted agreed SLAs and manage and track any out of line situations
Ensure client satisfaction is a priority
Manage and review sub contractors performance to ensure they are adhering to the Statement Of Work (SOW)
Identify possible critical situations and manage through appropriate solution
Service Improvement Plans - continually review service to ensure we are delivering best for clients and develop improvement plans where necessary
Raise issues in the Complaint Management Tool (CMT) if required
Manage contract change requests with appropriate IBM business areas
RCMS to SCOS Maintain Client panels ensuring information contained is always up to date
Perform Root Cause Analysis where necessary on failed calls and feedback to clients in a timely manner and drive and corrective actions required
Maintain internal account management tools and processes to enable SLT reviews of accounts
Identify growth opportunities for both hardware and software support using internal tools such as Coverage Reports and Brand Warranty Drop-Off
Provide business support during mid term renewals
Other contract management and service management activities


Required Technical and Professional Expertise
  • Contract management contract creation, contract maintenance and contract performance management, handling projects generating profitable IQRs
  • Cooperation with procurement
  • Inventory management
  • Analyse data & perform a thorough Root Cause Analysis
  • Process improvement suggestions - Take actions within and across teams to improve quality and share best practices
  • Create business policies and operational guidelines when requested
  • Manage and take ownership of escalated customer situations following defined management processes
  • Other contract management and service management activities
  • Very good command of written and spoken German and English language

Preferred Technical and Professional Expertise
  • Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in todays competitive market
  • Problem solving with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements
  • Positive approach to change and ability to promote new ideas/innovation
  • Highly motivated and looking for a challenge
  • 12 or more month of experience in a client facing job role
  • Capable of learning new skills and retaining knowledge
  • Attentive to detail and taking ownership where required
  • Excellent time management skills

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking.If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS isthe place for you!

Your Life @ IBM
What matters to you when youre 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
IBMs 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.



  • Computers Software and Hardware
Posted: 2019-10-29 Expires: 2019-11-28

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