•    Overall responsibility of IBM execution and delivery and ensuring customer satisfaction.
•    Management of in-scope IAM application systems management activities
•    Responsible for application service levels.
•    Enforce the compliance with all operational standards and procedures.
•    Assess the quality of service delivered by IBM personnel.
•    Manage IBM’s obligations of the project are completed.
•    Perform periodic quality audits on the process to ensure compliance.
•    Monitor and report on production support and maintenance related activities and its progress against the service levels.
•    Produce periodic status reports.
•    Manage issues resolution and escalate if necessary.
•    Attend Customer/IBM meetings to discuss the schedule, incidents, issues and change requests.
•    Monitor the proper hand-over of tasks from an outgoing member to his replacement to ensure continuity of operations.