Client Service Manager - with Japanese and English

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

As a Client Service Manager, you will provide clients with total account system support, establishing, maintaining, and improving the client relationship regarding all aspects of the contracted services.

You will act as the single interface with the client for the readiness and execution of the operations necessary to run the contract.

Your primary responsibilities will include

• Maintain Client Relationship: Establish, maintain, and improve the client relationship, clearly understanding the client's business target, strategy, requirements, and how the contracted service supports these client objectives.
• Supervise Service Delivery: Oversee the implementation and delivery of the contracted services, ensuring the management of agreed service levels applicable to the technical support teams.
• Develop Action Plans: Create and implement action plans to improve service quality delivered to the client, ensuring client satisfaction and contractual conformity.
• Coordinate Resources: Collaborate with Client and IBM resources to ensure efficient service delivery, supporting the Delivery Project Executive in identifying growth opportunities and contract profitability.
• Implement Project Management Methodologies: Apply project management methodologies to ensure effective service delivery, staying up-to-date with emerging technologies and technical solutions pertaining to client needs. *Working hours are on 24/7 scheduled basis Fluent in Japanese (written and spoken) and English Excellent presentation and communication skills Previous experience in a direct client facing role, understanding of client management Excellent understanding of IT environment, technical skills Excellent organizational and time management skills Self-driven to achieve success and focus on client and team goals Understanding and experience in service delivery and account management Technical skills such as AI and coding would be considered as strong advantage; Experience in dealing with customer escalations; Problem solving, analytical thinking; Positive approach to change and ability to promote new ideas/innovation; Highly motivated and looking for challenges; 3 years or more of experience in a client facing role; Capable of learning new skills and retaining knowledge; Detail oriented and responsible; Bulgaria Project Management Hybrid Professional Sofia, BG