AI Outcomes Role

Introduction

Role

As the AI Outcomes leader for IIS and Multivendor Support, the role maintains strong alignment to IBM's Product Management / Offering Management family, with an enhanced emphasis on:

• AI enablement across heterogeneous infrastructure ecosystems, including IBM Power, Storage, Networking, x86-based systems, and thirdparty vendor technologies.
• Roadmap ownership for AI-infused support experiences, such as intelligent triage, automated diagnostics, log summarization, and multi-platform predictive service capabilities across diverse vendor hardware and software stacks.
• Driving AI-led service modernization for both IBM-native and multivendor environments, ensuring outcomes such as reduced MTTR, increased case deflection, and improved first-time-fix rates.
• Championing customer outcomes where AI needs to bridge varying architectures, data formats, firmware stacks, and operating environments across the IIS/MVS portfolios.
  
  

Secondary Job Family Alignments

• Technical Program Management
  
  

In the IIS and Multivendor Support context, the role requires:

• Leading multi-stream AI transformation programs spanning multiple hardware families, operating systems, network equipment, and thirdparty vendor technologies.
• Coordinating cross-functional execution between support teams, global technical SMEs, platform engineers, and multivendor ecosystem partners.
• Managing AI adoption across diverse service processes, including break/fix support, field service, remote diagnostics, and proactive health monitoring.
• Ensuring governance and quality standards for AI deployments that support missioncritical environments across multiple vendors and technologies.
• Data & AI / Analytics
  
  

For IIS & MVS, AI and data enablement expands to:

• Ensuring data readiness and integration across multivendor telemetry sourcesincluding logs, dumps, hardware events, network traces, firmware data, and vendorspecific diagnostic outputs.
• Partnering with vendor ecosystem teams to create data ingestion and normalization pipelines suitable for AI/ML models supporting diverse infrastructure.
• Embedding AI-driven insights into cross-platform operational workflows, increasing diagnostic accuracy for systems with highly varied architectures.
• Ensuring Responsible AI practices across environments where customer, vendor, and device data interact in complex support chains.
  
  

Core Competencies (IBM Talent Frameworks) Enhanced for IIS & MVS

• Business Acumen
• Deep understanding of infrastructure support economics, multivendor service contracts, lifecycle management, and the operational attributes of heterogeneous environments.
• Ability to articulate AI-driven value propositions that span IBM and nonIBM systems, influencing both clients and internal leadership.
• Stakeholder Management & Influence
• Strong collaboration across IBM Support, Field Services, Vendor Partners, Product Engineering, Data teams, and Offering Management.
• Ability to influence diverse technical communitiesincluding those specializing in legacy hardware, modern hyperconverged environments, and thirdparty technologies.
• Strategic Roadmapping & Prioritization
• Creating a unified AI roadmap that addresses:
• Multivendor diagnostic complexity
• Infrastructure data fragmentation
• Operational differences across vendors
• Platformspecific vs. cross-platform AI use cases
• Prioritizing AI work that maximizes global support efficiency and customer outcomes across heterogeneous systems.
• Data & AI Literacy
• Understanding AI's role within cross-platform IT environments, including how model performance and accuracy vary across different vendor technologies.
• Ability to interpret AI model outputs in contexts where infrastructure diversity adds signal complexity.
• Change Leadership
• Driving organization-wide adoption of AI-led workflows across global support teams who must support a broad vendor ecosystem.
• Leading enablement, upskilling, and readiness programs to ensure technicians and engineers can incorporate AI into multivendor case handling.
  

Skills

AI-Specific

• AIML (Machine Learning) Level 45: Applying AI to multivendor telemetry, error codes, hardware logs, and diverse diagnostic sources.
• DATM (Data Management) Level 5: Managing cross-vendor data interoperability and governance.
• INOV (Innovation) Level 5: Developing AI-driven approaches to solve long-standing multivendor support challenges.
  
  

Delivery-Specific

• PGMG (Program Management) Level 5: Overseeing multi-vendor, multi-technology AI transformation initiatives.
• PEMT (Performance Management) Level 5: Ensuring AI solutions deliver consistent outcomes across varied hardware and software landscapes.
  
  

Business/Leadership

• RLMT (Stakeholder Relationship Management) Level 5: Managing relationships with internal IBM teams and external vendor partners.
• CIPM (Change Implementation Planning) Level 5: Leading adoption across globally distributed support organizations spanning numerous vendor technologies.
  
  

Band 8 Attributes

IBM Band 8 Roles Typically Represent

• Leadership / Expert Level Responsibilities: Guiding AI strategy across complex, high-variability technical ecosystems.
• Crossorganizational influence: Partnering with IBM support organizations, vendor partners, engineering, and product management.
• Strategy ownership and roadmap definition: Setting the AI vision for IIS and Multivendor Support modernization.
• Leading critical programs: Scaling AI solutions that reduce diagnostic time, enhance automation, and improve multivendor support efficiency.
• High independence: Driving endtoend AI adoption across teams working with hundreds of technologies and vendor platforms.
  
  

Your Role And Responsibilities

AI Outcomes for IIS & Multivendor Support

Based on the responsibilities of the AI Outcomes role (AI strategy, datadriven solution deployment, cross-functional influence), the position aligns best with the following IBM Job Families within IBM Talent Frameworksexpanded for the IIS and Multivendor Support portfolio.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

NA

Preferred Technical And Professional Experience

NA