IBM is a global technology and innovation company, a powerhouse of the IT world, offering software, hardware, business consulting, and technology services to help businesses solve their most complex problems.
Global Technology Services (GTS) is the division of IBM that deliver infrastructure services. John Jordan, GTS’ Offerings and Specialised Sales Leader has partnered with IMI to deliver end-user services for over 12 years.
“Not many organisations can offer the full spectrum of infrastructure services” says John. “IBM’s skills tend to be around design and build, rather than in the heavy lifting of getting out to sites and doing the implementations. So we need partners – partners who can not only do the work, but who can do it to meet a Tier 1 service level and in a way that is consistent with IBM’s brand image and reputation”
IBM went to market to find partners for a set of services, and IMI was selected onto the panel of preferred suppliers. Whilst other suppliers on the panel have come and gone, IMI has been consistently re-selected every time the contract was re-tendered.
During that time, IMI has worked with IBM on tens of projects with end-user technology – including implementations, MACs, refreshes, application packaging, project management and co-ordination –in the retail, financial services, manufacturing, utilities and government sectors.
For John, the benefits of partnering with IMI are many; “There is a lot of trust”, he says. “We have a very open, honest, frank and collaborative relationship. Yes, there is a contract between us, and procurement guidelines, but IMI never lets that get in the way of being flexible. It’s about more than just contractual responsibility, it’s about perceptions, relationships and understanding how to address the grey areas”.
He highly values IMI’s ‘client-first’ approach. “There was a watershed situation for me early in our relationship”, John explains, “where another partner let me down, walking off the job at 3am on a Saturday morning. I called Doron and he had people on-site within 2 hours – and the customer had no visibility of the issue”.
The strength of the commercial relationship is important too. “IMI charge what is fair”, says John, “I have never had a situation where they tried to charge for something that wasn’t reasonable. They are predictable, consistent and manageable. It’s a massive, massive benefit”.
“The people at IMI make a real difference”, John adds. “IMI operates as a family – they are a diverse group that bring a really strong culture to the organisation, a culture that is reflected from the top down. I like the consistency – I have been dealing with the same people at IMI for many years, which is a significant factor in the success of the working relationship”.
John values IMI’s trust and reliability, knowing his clients are in safe hands; the ease of engaging with IMI and the predictability of the strong commercial relationship IBM has with them.
As one of the world’s leading brands, IBM’s values its reputation above all else; “I know that in sub-contracting to IMI, I am protecting IBM’s image and reputation” concludes John, “and I can’t speak any more highly of them.”