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Lead Technical Solutions Manager (TSM)

IBM Canada

This is a Contract position in Toronto, ON posted February 5, 2021.

At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities

Lead TSMs are responsible for the development of competitive, innovative, complex, multi-year, custom, viable GTS solutions and associated cost cases. The GTS solutions that they manage include IBM and non-IBM offerings, managed operations (MO) services, human resources, assets (including real estate), Applications Maintenance (AM) and/or Developement (ADM), Network Services (NS), hardware and software.

  • Lead TSMs work very closely with Client Solution Executives (CSEs) selling directly to clients and functioning as the lead client interface for the GTS solution.
  • Lead TSMs own the overall solution and associated cost case and are accountable to drive the MO, AMS, HR, NS and Procurement teams to develop a competitive, yet viable, solution which meets the client’s requirements and the CSE’s win strategy.
  • Lead TSMs must ensure that the solution and cost case have GTS commitment from all areas.
  • Lead TSMs directly influence the sales, financial, human resources, contracting and delivery strategies during engagements. The
  • Lead TSM also ensures the evolving GTS solution and associated costs continue to be properly reflected in IBM’s price, proposal, and contract and also meet the customer’s current and future requirements and baselines.
  • Understand, in depth, the requirements of the customer;
  • Provide End-to-End (E2E) solution input into the engagement and negotiation strategy;
  • Articulate all solution, transition, transformation and steady state requirements of the customer;
  • 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 approved management database;
  • Drive the TSM Solution Team to design and document the E2E solution and transition architecture at a competitive cost;
  • Incorporate previous engagement lessons learned into the solution;
  • Develop and deliver any solution presentations that are required;
  • Secure IBM management and Executive approvals to bid the solution;
  • Support any solution or transition negotiation activity;
  • Accept responsibility for specific contract schedules;
  • Sign off on the E2E technical solution documentation and final cost model; and
  • Initiate the Engagement Handover meeting(s).
  • Be the lead client interface for the GTS solution during client meetings, presentations, etc.;
  • Gain the client’s confidence in IBM’s technical and delivery capabilities by effectively utilizing the technical team;
  • Communicate the Solution Strategy to the GTS engagement team;
  • Be the lead internal interface and escalation point for the outsourcing solution;
  • Ensure appropriate IBM and client information, current and historical, relating to the technical solution is included in the Engagement Workbook;
  • Negotiate acceptance of the overall GTS solution and its associated costs across the engagement team;
  • Fix or escalate anything that stands in the way of winning;
  • Interface directly with Sales and SDC Executive management; and
  • Update Senior TSM and Delivery Management, as required, and keep the engagement tracking tools used in that geography current

Problem Solving:

  • Based on own knowledge of future trends anticipates, create and define innovative and visionary transition solutions for leading edge or critical customer business requirements;
  • Use creative break through thinking in dealing with complex situations;
  • Resolve and represent complex/difficult technical and commercial issues and customer requirements to executives throughout 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; and
  • Analyse new and complex transition related problems and create innovative solutions involving finance, scheduling, technology, methodology, tools and solution components.


  • Manage the collection and analysis of technical scope, requirements, and associated assumptions;
  • Develop and manage a project plan for the outsourcing solution which supports the overall engagement calendarDevelop a strategy for use of solution engagement tools, including Engagement Workbook (EW), SDM Costing, and Standard Solution Templates (SSTs);
  • Ensure appropriate IBM and non-IBM resources are available, when needed;
  • Attend the Industry Kickoff Meeting;
  • Lead development of outsourcing direction, solution alternatives, assumptions, and transition strategy;
  • Define the in / out of scope / profile items and customer responsibilities;
  • Own the Strategic Outsourcing / GTS solution and associated cost case;
  • Direct Managed Operations (MO) engagement teams to develop the technical solution and associated cost case, while ensuring alignment with the base case, as client and sales requirements evolve;
  • Validate the outsourcing solution and costs against client requirements, against competitive rates and 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 TSMs manage cross-tower solution / cost integration;
  • Lead the development of solution inputs to briefings, presentations, proposals and contracts;
  • Responsible for the building all service-related Schedules for the Contract;
  • Manage Bid & Proposal engagement expenses; and
  • Manage turnover of the outsourcing solution to the project office, delivery and transition teams, when we win.

Impact on Business/Scope

  • Work with CSEs to develop Value Propositions, Win Strategies, Proposals and Presentations;
  • Work with Negotiators to identify the impact of options being considered, to the outsourcing solution and its cost;
  • Work with the Tower TSMs and Delivery to develop a creative, competitive, and integrated solution across all towers;
  • Work closely with the customer’s I/T staff to finalize all services-related Contract Schedules;
  • Ensure that delivery issues with service-related Contract Schedules are addressed during Contract Negotiations;
  • Lead the GTS solution team in the QA1 Review;
  • Work with Pricing, Contracts, Negotiators, CSEs, Delivery, PEs, HR, etc., to find a way to win;
  • Capitalize on any part of the IBM company which is needed to win; and
  • Relationships, Relationships, Relationships!!

Required Technical and Professional Expertise

  • Apply knowledge of solution and cost case development methodologies;
  • Be recognized as a Lead TSM by IBM Executives;
  • Maintain knowledge of technical management and outsourcing specialties associated with Strategic Outsourcing;
  • Understand and apply local IBM delivery policies and strategies, as well as financial, human resource, and contractual policies and strategies which influence solution development and costing;
  • Knowledge of the ES Canada Solution Design Process and all Sub-Processes for initiating, planning, executing, managing and closing Strategic Outsourcing engagements;
  • Knowledge of IBM’s Strategic Imperatives for selling GTS solutions;
  • Understand business unit resources, priorities, and policies and how they apply to GTS solution activities;
  • Demonstrate proficiency levels for skills defined at this position in the IBM Skills Profile;
  • Knowledge in business matters, finance, planning, forecasting and personnel in order to manage team staff and business issues.

Preferred Technical and Professional Expertise

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It’s a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, ”What else is possible?” GTS is the place for you!

Your Life @ IBM
What 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.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.