IBM Digital Experience Service Lead in TORONTO, Ontario

Job Description

The Customer Engagement and Design Practice Leader is an experienced digital leader and marketer who is responsible for driving work quality, growth, operational excellence and culture to deliver the full promise of IBM iX to our clients.

This individual has executive presence to interact with and advise client executives on strategic business opportunities and can adeptly articulate how iX can partner with them to drive shared success. The Practice Leader is inspirational, collaborative and knows how to build a healthy and energizing culture where team members are motivated to grow themselves and help clients succeed. This person has experience leading multi-disciplinary teams and can partner with IBM Leaders to attract, retain and manage talent to support client relationships and the iX vision. The Practice Leader is also an accomplished operator and financial manager who ensures the achievement of key performance indicators.

Essential Job Functions

• Vision and Leadership

• Understands and applies company, business unit and practice vision within the Studio environment, to ensure alignment of IBM strategies and activities

• Directs and oversees the practice leadership team and actively partners with leaders across other practices and GBS to activate the vision

• Applies thought leadership through client/prospect presentations, integrated offerings and marketing activities

Culture and Community

• Inspires teams and fosters creative environment to engage and attract talent, deliver with excellence and represent the spirit of iX

• Brings staff together regularly for business updates and social opportunities to build culture and team

• Engages with local community, industry and civic efforts to represent iX interests

• Drives local and national eminence activities on behalf of the Studio

Clients and Prospects

• Maintains executive-level relationships with all prominent clients

• Ensures teams are driving client excellence in delivery of services, financial performance, relationship management and organic growth

• Engages in business development opportunities with strategic prospects to secure new client relationships for the Studio

• Oversees strategic client planning process to define and execute annual go-to-market plan for each client led out of the Studio

Talent and Eminence

• Collaborates with Sub-Practice leaders to build appropriate talent model for the Studio to support current and anticipated client engagements

• Optimizes team utilization across talent base to achieve practice objectives

• Helps drive performance culture

• Engages with Learning & Knowledge team to drive professional development of Studio associates

Financials and Operations

• Accountable for financial health and delivery excellence of the practice

• Partners with operations leadership team to ensure compliance with operational standards, and seeks opportunities for ongoing efficiencies and quality improvements

• Actively participates in the development of client engagement models and uses effective negotiation strategies to achieve mutually desired outcomes between clients and our business

Key Performance Indicators

· Revenue

· Signings

· Utilization

· Eminence

· People engagement

Required Technical and Professional Expertise

• 12+ years of leadership roles in similar organizations

• Previous experience leading in an agency or professional services environment

• Deep experience integrating traditional, digital, data and technology capabilities in driving brand objectives

• Exemplary communications skills—both written and verbal

• Strong financial management and operational skills

• Demonstrated history of business development achievement

Preferred Tech and Prof Experience

• 15+ years of leadership roles in similar organizations

• Previous experience leading in an agency or professional services environment

• Deep experience integrating traditional, digital, data and technology capabilities in driving brand objectives

• Exemplary communications skills—both written and verbal

• Strong financial management and operational skills

• Demonstrated history of business development achievement

EO Statement

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.