The Technology Deployment Leader (TDL) is tasked with enhancing the Customer’s understanding of their IBM contracts (ELA) and the capabilities and value it can provide to the Commonwealth, as well as working with the Customer to achieve and measure these outcomes. It’s essential that the TDL rapidly establishes relationships with the customer’s vendor and partner management teams as well as the many business units who have the potential to use the capabilities available to them in the contract.
The TDL will identify, expand and accelerate conversations to match these capabilities with Customer needs resulting in the new and expanded deployment of IBM solutions. Whilst this role sits within the Technology Expert Labs business, the TDL is a key member of the IBM Customer account team. The TDL contributes to the planning, thought leadership and other activities that assist the Customer in defining and achieving their objectives. Additionally, the TDL needs to be conversant with the contract terms, build their understanding of how IBM’s software is licensed and be able to provide guidance to IBM’s sellers on creating work orders. They also lead the governance and administration of the ELA.
· Being obsessed with customer success
· Constantly building your relationships with Customer stakeholders and users
· Learning the ins and outs of the contract
· Proactively and creatively working with the Customer to enhance their understanding of the ELA and demonstrate how they can derive value from the whole ELA.
· Working with project sponsors to identify and match unused contract content to new business needs and build and maintain a map of current ELA usage.
· Building and maintaining a plan and strategy that guide’s the IBM deployment team’s priorities in executing on the contract and complementing other IBM account team strategies.
· Documenting the value delivered to the Agency that’s over and above the contract.
· Proactively identifying and recording by whom, where and how much software is being used and ensuring reporting obligations are fulfilled.
· Getting yourself known as the ‘go to’ person for administrative, software licensing and other queries. When you don’t have the answer, you won’t stop until you find the person who does.
· Helping the customer access the IBM expertise they need.
· Partnering with the customer on contract governance.
· Analysing and recording the consumption and tracking of ELA elements for trends and opportunities.
· Creating awareness and documentation of processes, software roadmaps and end of support advice.
- Federal government engagement or account management experience ideally spending a minimum of two years working with one of the ATO, Services Australia, Dept of Home Affairs, Dept of Defence or Digital Transformation Agency
- A history of successfully building and leveraging extensive relationships with key customer stakeholders and business users, including people in their business, IT and vendor organisations.
- The ability to coach clients and your colleagues in operations processes, commercial practices and contract management.
- High attention to detail, as role requires accurate tracking and reporting of all ELA “consumption” components.
- An active interest in current and emerging technologies and the ability to collaboratively identify and analyse deployment needs in relation to the clients purchased IBM Software entitlements.
- Excellent organisation, time management and prioritisation practices.
- Experience managing escalations and Critsits.
- Strong presentation, Excel and Word skills, as well as an aptitude for Mural, Monday and data analysis.
- Due to client requirements candidates must be based in Canberra and hold at least Baseline AGSVA clearance and a willingness to undertake an NV1 clearance