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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

The Practice Manager role in IBM Technology Expert Labs is a senior delivery and people leader responsible for the successful execution and growth of a portfolio of complex, client facing technical services engagements. This role balances delivery excellence, people leadership, and business growth, while serving as a trusted advisor to clients and internal stakeholders.

The Delivery Manager owns end‑to‑end accountability for delivery outcomes, financial performance, team health, and client satisfaction, while actively contributing to revenue growth, pipeline development, and account expansion across the Expert Labs portfolio.

Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Key Responsibilities

Portfolio & Delivery Leadership

• Own the end-to-end delivery of a portfolio of concurrent technical services engagements, ensuring delivery commitments are met for scope, schedule, quality, and financial outcomes.

• Establish and enforce delivery governance, risk management, and escalation frameworks aligned to IBM standards.

• Monitor and manage portfolio level KPIs including revenue, margin, utilization, forecast accuracy, delivery health, and client satisfaction.

• Identify delivery risks early and lead cross functional recovery efforts as required.

• Serve as the primary delivery escalation point for executive-level client and IBM stakeholders.

People & Talent Leadership

• Lead, coach, and performance manage a team of technical professionals and leads.

• Enable career growth, skill development, and succession planning aligned to IBM’s talent and leadership frameworks.

• Foster a high performing, inclusive, and accountable delivery culture.

• Partner with Practice Leaders and Resource Managers on workforce planning, staffing strategy, and skills alignment.

Client Leadership & Stakeholder Management

• Build and maintain strong executive level relationships with clients and IBM leadership.

• Act as a trusted advisor, aligning technical delivery outcomes with client business objectives.

• Lead client facing governance forums including steering committees and executive reviews.

• Ensure consistent delivery quality and client experience across the portfolio.

Business Development & Growth

• Actively contribute to revenue growth and pipeline development for Expert Labs services.

• Partner with Sales, Client Partners, and Solution Architects to identify, shape, and close new opportunities.

• Support and/or lead proposal development, delivery scoping, estimates, and Statements of Work (SOWs).

• Drive account expansion through delivery excellence, client advocacy, and identification of follow-on opportunities.

Financial & Operational Accountability

• Own delivery financials, including forecasting, revenue recognition, margin optimization, and cost management.

• Ensure compliance with IBM financial controls, risk management, and contractual obligations.

• Drive continuous improvement across delivery processes, tools, and methods.

• Contribute to Expert Labs and PMO initiatives to scale delivery maturity and operational excellence.

Required Professional & Technical Expertise

• Proven experience leading technology services delivery in a consulting or professional services environment (5-10 years experience)

• Demonstrated success managing delivery portfolios, people, and financial outcomes (5-10 years experience).

• Strong knowledge of delivery methodologies (Agile, hybrid, or iterative) and service delivery governance.

• Experience partnering with Sales and Account teams to support business development and revenue growth.

• Excellent executive communication, stakeholder management, and decision making skills.

• Ability to lead in a matrixed, global, and high accountability environment.

• Problem Solving: Anticipate, create and define innovative and visionary concepts in strategic environment.

Preferred technical and professional experience

• Experience delivering IBM or enterprise scale technology solutions (Cloud, Infrastructure, Data, Automation, Security).

• Prior experience leading large, distributed teams across multiple clients.

• Experience operating at a program, portfolio, or practice leadership level.

• PMP, PMI-ACP, SAFe, or equivalent delivery certification.

• Bilingual (fluent in both English and French) - preferred