Expert Labs Delivery/Practice Manager

Introduction

At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.

Your Role And Responsibilities

As a Practice/Delivery Manager in Expert Labs, you will be responsible for the organization, administration, skills development, and supervision of field service employees, processes, and technologies necessary for account support. Your goal will be to ensure the successful achievement of business and technical service and support functions, meeting client expectations and customer satisfaction measurements. Your primary responsibilities will include:

• Overseeing Service Delivery: Oversee the delivery of support and technical field services to clients, ensuring consistently high service performance and adherence to established policies.

Developing Quality Improvement Processes: Monitor employee work and evaluate customer feedback to identify areas for improvement and develop quality improvement processes.

Establishing Policies: Establish policies designed to ensure consistently high service performance and monitor their effectiveness.

Removing Blocks: Identify and remove obstacles that hinder the team's ability to deliver services successfully.

Evaluating Performance: Evaluate employee work and customer feedback to ensure that service delivery meets client expectations and customer satisfaction measurements.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

A Practice Manager in IBM Expert Labs is a hybrid people leader, business operator, and delivery strategist. The role sits at the intersection of talent leadership, engagement execution, utilization optimization, and revenue growth, ensuring that both clients and consultants achieve maximum value. The Practice Manager is accountable for building a high‑performing consulting practice, driving delivery excellence, and ensuring the practice meets its financial, utilization, and client success objectives.

Core Mandate

A Practice Manager Is Fundamentally Responsible For

• Building and developing a high‑performing consulting team through effective talent acquisition, coaching, career development, and technical leadership.
• Ensuring consultants are engaged, utilized, and supported, optimizing capacity and aligning skills to client demand.
• Driving revenue, profitability, and successful engagement outcomes by managing the business pipeline, overseeing delivery execution, and ensuring high client satisfaction.
• Providing strategic leadership across technical excellence, practice offerings, delivery methodology, and client value realization.
  
  

Preferred Technical And Professional Experience

Expertise in

• Talent & People Leadership
• Business & Revenue Management
• Delivery Excellence & Governance
• Offering Enablement & Skills Strategy
• Cross-Organizational Collaboration
• Strategic Responsibilities