Technical Client Leaders (TCL) - Resiliency Services


July 21, 2021

Resiliency Services consists primarily of Server, Storage, Cloud, and Network assets and combines time-tested business continuity and disaster recovery methodologies with cloud-based technologies to deliver end-to-end enterprise resiliency across hybrid, multiplatform IT environments.
RS solutions can leverage Kyndryl/IBM and non-Kyndryl offerings, managed services, human resources, hardware & software assets, real estate and third-party contractors.
Your Role and Responsibilities
The Technical Client Leader (TCL) will be leading a services portfolio that encompasses a client’s project solution from service offering selection to project delivery and is responsible for preparing and delivering robust client oral presentations that reflect our competitiveness and value of the Resiliency Service (RS) portfolio.
Resiliency Services consists primarily of Server, Storage, Cloud, and Network assets and combines time-tested business continuity and disaster recovery methodologies with cloud-based technologies to deliver end-to-end enterprise resiliency across hybrid, multiplatform IT environments. RS solutions can leverage Kyndryl/IBM and non-Kyndryl offerings, managed services, human resources, hardware & software assets, real estate and third-party contractors.
The TCL is responsible for the overall success of the solution design and cost development in the Resiliency Services (Data Protection Services) technology specialty and spends 20% to 40% of their time interfacing directly with clients and own the technical solution and associated cost case. The TCL has advanced knowledge of/in:
  • Data protection solutions and products, including OEM technology such as EMC / SRDFA, Hitachi VSP / HUR, HP Replication, Vision Technology, IBM Global Mirror, Virtual Tape Libraries, Appliance based DAaaS, IBM Cloud Resiliency Orchestration and technologies of replication such as Zerto or vSphere Replicator
  • Disaster recovery, backup and storage solutions in physical and virtual environments, including all related to apps and DBs
  • Disaster recovery design and architecture, including disk replication technologies, such as IBM Global Mirror, EMC SRD/A; software-based replication, such as Zerto and MIMIX for IBM
  • Responsible for the development of the Resiliency Services technical solution
  • Responsible for the cost, solution quality and deliverability of the solution
  • Accountable to develop a competitive, yet viable, solution which meets the client's requirements
  • Ensures that the solution and cost case developed during the engagement for the client have commitment from all areas of Kyndryl/IBM and/or our partner ecosystem that are required to deploy, configure, and support these services.
  • Works closely with Sales and Account teams selling directly to our clients and function as the technical interface for that engagement
  • Actively participates in the client proposal / responses and contract negotiations
  • Excellent written and verbal communication skills, confident, articulate, and professional speaking abilities (and experience)
  • Empathic listener with excellent presentation and negotiation skills
  • Explains the technical solution, risks, and reasoning for costs
  • Mitigates business and delivery risk
  • Builds relationships with client technology leaders to demonstrate the benefits of Kyndryl/IBM technology and services
  • Develops best practice and knowledge sharing techniques using blogposts, whitepapers, prototypes, proof of concepts, workshops, demos, and breakout sessions
  • Supports Sales’ team pursuits and opportunities to help drive growth
  • Maintains a technology edge by continuing to grow technology acumen through continuous research and learning of future trends
  • Conducts knowledge sharing or training sessions on Kyndryl/IBM’s capabilities.
During the Engagement:
  • Understand in depth the requirements of the client
  • Provide RS solution input into the engagement and negotiation strategy
  • Articulate all solution, transition, transformation & steady state requirements of the client
  • Secure commitments for resources to execute the data collection, solution design, costing, and quality assurance phases of the engagement
  • Create and maintain engagement tracking entries in the required management databases
  • Drive the technical team, as required, to design and document the RS technical solution and architecture at a competitive cost
  • Incorporate lessons learned from previous engagements into the solution
  • Support any negotiations activity and accept responsibility for specific contract schedules
  • Sign off on the RS technical solution and final cost case and initiate an engagement handover meeting to Delivery
Communication / Negotiation:
  • Be the lead client technical interface for the Resiliency Services solution during client meetings, presentations, etc.
  • Gain the client's confidence in Kyndryl/IBM's technical and delivery capabilities by effectively utilizing and guiding the technical engagement team
  • Communicate the sales and solution strategy to the technical engagement team
  • Be the lead internal interface and escalation point for the technical engagement team
  • Ensure all appropriate Kyndryl/IBM and client information, current and historical, relating to the technical solution is included in the required IBM databases
  • Negotiate acceptance of the overall Resiliency Services solution and its associated costs across the technical engagement team
  • Interface directly with Sales and Delivery Executive management
  • Fix or escalate anything that stands in the way of winning
Problem Solving:
  • Use creative break through thinking in dealing with complex situations
  • Resolve and represent complex and difficult technical and commercial issues and customer requirements to Executives throughout Kyndryl/IBM.
  • Anticipate potential transition related problems
  • Utilise refined techniques for identifying, eliminating or mitigating solution, transition, and business risk
  • As appropriate, challenge the validity of given procedures and processes with a view toward enhancement or improvement
  • Analyse information and situations and implement actions, independently and / or through the management team, to ensure transition objectives are met.
  • Manage the collection and analysis of technical scope, requirements, baselines and associated assumptions
  • Develop and manage a project plan for the technical solution team which supports the overall engagement calendar
  • Lead development of technical solution direction, alternatives, assumptions, and transition strategy
  • Define the in & out of scope / profile items and customer responsibilities
  • Own the technical solution and associated cost case
  • Direct technical engagement teams to develop the technical solution and associated cost case, while ensuring alignment with the client’s base case
  • Validate the technical solution and costs against client requirements, against competitive rates & ratios, and for completeness
  • Manage the risk in developing a competitive solution by maintaining a balance between Delivery and Sales
  • Ensure the evolving technical solution and costs continue to be properly reflected in our price, proposal, and contracts
  • Lead the development of solution inputs to briefings, presentations, proposals, and contracts
  • Responsible for the building all technical service-related schedules for the contract
  • Manage engagement expenses

Required Technical and Professional Expertise
  • 5+ years of experience working with large scale enterprise-wide system architecture, solution design, development and deployment principles and practices.
  • 5+ years of experience in the computer industry with a broad knowledge of Hybrid Cloud Computing environments.
  • Excellent interpersonal and organizational skills, ability to handle diverse situations, multiple initiatives, and rapidly changing priorities.
  • Excellent customer relationship and customer presentation skills
  • Infrastructure and cloud pre-sales experience, skillset to establish trust with clients and ability to influence key decision makers in the sales cycle.
  • Current or previous proven experience and hands-on as a successful business development leader.
  • Demonstrated skills in leadership, communication, coaching, analysis, troubleshooting, and problem solving.
  • Experienced, persuasive, and effective presenter, both written and verbal.

Preferred Technical and Professional Expertise
  • Bachelor's Degree in Computer Science, Engineering, or equivalent work experience
  • Applicable industry certifications
  • Strong bilingual English and French language fluency
  • Ability to lead architectural discussions.

Must have the ability to work in Canada without sponsorship.
About Business UnitThis position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.
As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.
Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.
We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what’s next.
Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.
Your Life @ IBMWhat matters to you when you’re 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.
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Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
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