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Introduction

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Your role and responsibilities

Professionals in this role will have overall responsibility for the contracted services, the strategic relationship, account growth strategy and fiscal performance of assigned clients. Accountable for the P&L and its growth through expansion of existing HR services and the introduction of other IBM services. Proactively build and manage senior stakeholder relationships and consult with the client to identify and define the innovation and growth strategy and orchestrate the sales process required to deliver against this. Manages internal relationships at the market and sector level providing client financial performance and forecasting data in accordance with IBM financial review cycles. Has overall responsibility of client satisfaction including but not limited to Client Set/Met Objectives (SET/MET), Net Promoter Scores (NPS) and contractually required client satisfaction surveys. Responsible for ensuring that the delivery teams have the resources and tools to successfully deliver the services to the client as well as the professional development of the team through inspiring leadership. Requires skills in either HRO/Payroll/BPO or deep sector experience, leading managing matrix teams, senior stakeholder relationship management and commercial acumen.

Role and Responsibilities

The Delivery Project Executive (DPE) is responsible for managing the delivery of the contracted HRO service to one or multiple clients. This will involve larger teams, multiple offerings and/or a larger geographic cover. The DPE is accountable for ensuring that the services are delivered in line with contractual and client satisfaction objectives. The DPE manages client stakeholder relationships and communicates the progress and value of the HRO service to them as well as IBM stakeholders. The DPE will spend 50% of their time to support transformation and growth and works in collaboration with the Portfolio Executive to develop the innovation and growth strategy for the client, and participates in associated sales processes, representing delivery. The DPE manages service delivery in line with forecasts and budgets and owns account forecasting and other financial review processes. The role has dotted line management responsibility for Global Contact Center and Payroll teams and contributes to driving engagement and delivery performance of the account team. The DPE supports HRO growth by representing delivery in new business presentations.

• Accountable for the delivery of the contract to the assigned client(s) (typically with revenue over 10M, including multiple offerings) adhering to defined scope and performance measurements

• Partners with the Portfolio Executive to ensure effective client stakeholder management

• Provides updates to the Portfolio Executive and other IBM stakeholders on project status/issues, possible cost overruns, resource and performance issues.

• Identify opportunities to increase revenue by utilizing IBM’s range of products and services to deliver solutions in line with the account growth strategy and innovation roadmap

• Accountable for designing and delivering to client and Portfolio Executive, accurate and validated SLA's, monthly and quarterly performance metrics

• Ensures client satisfaction surveys are conducted and results and action plans are provided to the client (NPS)

• Consults with the client to identifying service/system/process/experience enhancements necessary to better align the solution with their desired business outcomes

• Control the P&L and budgets, in conjunction with the Portfolio Executive, ensuring costs and expenses are managed in line with budget/forecast and financial plans.

• Accurately forecast revenue and cost and be accountable for invoice approvals and submission to the client.

• Work in partnership with the Delivery Center Manager/s and leadership teams to successfully provide required services to the client

• Accountable for management and/or co-management of a large delivery team (200+) (including on-site, off-site and Delivery Center resources) ensuring that performance, professional development and engagement is being proactively managed.

• Responsible for the day-to-day management and direction of the global HRO delivery team

• Review and approval of the delivery teams KPIs for performance and variable compensation (performance- related bonuses)

• Manage continuous improvement plans, operational risks, issues and associated mitigation/action plans and escalate as applicable

• Develop and disseminate strategic insights from program status reports to client and internal stakeholders on the required frequency.

• Lead the delivery of client and internal monthly and/or quarterly business reviews.

• Obtain high client satisfaction levels with the service to promote positive NPS scores, references and case studies from the account

• Accountable for the compliance (Business Controls) of delivery for assigned accounts

• Spends 50% on transformation and growth and works with the PE and client stakeholders to drive continuous improvement and innovation

This Job can be performed from anywhere in the US.

Required technical and professional expertise

• At least 10 years’ experience working in HR Outsourcing or Human Resources

• At least 10 years of experience managing complex client accounts including senior client relationships

• At least 5 years of proven experience of managing payroll teams delivering against SLAs, forecast, and budget

• Significant experience managing remote teams within a matrixed management environment.

• Proficient in computer skills and MS Office (particularly Excel and PowerPoint).

• Ability to read, interpret and understand multifaceted contracts and execute the requirements within that contract

• Experience working with global teams

• Ability to travel as required (typically between 30-50% of time)

• High School Diploma/GED

• Fluency in English

Preferred technical and professional experience

• Bachelor's Degree

• Customer Service and Contact Center Delivery

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.