Engagement Manager

The Engagement Manager role is a critical role within the TEKsystems Global Services (TGS) Practice Delivery organization and is responsible for managing one or more projects/engagements at a time. A successful Engagement Manager possesses skillsets for managing teams, client facing, stakeholder management, delivery processes, issue resolution for all customer engagements. The delivery function varies in responsibility from account to account, but a successful Engagement Manager is responsible for common activities such as on/off boarding of team members, people management, customer management & reporting, finance management, support project team member activities, issue resolution and supporting other Delivery leads within the account portfolio, and project/engagements. The Engagement Manager assumes accountability of meeting customer expectations, delivery assurance of scope of services, deliverables, and all-round outcomes from the engagements. The Engagement Manager is responsible for qualifying and quantifying the business value benefits from the project outcome throughout the engagement.

They are expected to have the skills required for managing complex deliverable-based, fully outsourced, or scale engagements or programs.

The responsibilities listed below are not exhaustive, as each account will state their unique requirements in the Statement of Work (SoW) or as defined with the Account team at the start of the project.

Key Responsibilities

Delivery Management:

Delivery of the Engagement, SoW requirements and deliverables as defined by customer.

Understand SoWs/MSAs and importance of staying on top of the engagement activities & deliverables to meet the expectations of the customer.

Collaborate with cross functional teams to manage risk, engagement scope, and deliver according to the terms and conditions of our contracts.

Manage revenue and control, cost & profitability for assigned engagement(s).

Consolidate and provide engagement delivery reporting as per the Customer engagement needs via a Monthly and/or Quarterly Business Reviews (MBR/QBR).

Establish escalation protocol between Engagement teams (Consultants, Internal FTEs), Customer Hiring/Project Managers and TGS Account Managers.

Set and manage timekeeping processes, delivery expectations with consultants.

Follow and adhere to relevant delivery framework to ensure all aspects of the engagement delivery are covered.

Facilitating group sessions with consultants to share best practices, technical solution recommendations, case studies and build support network community.

Account & Customer Management:

Establish and perform periodic customer, engagement, and solution “health checks” baselined against the target metrics/expectations associated with the value streams.

Accountable for customer engagement requirements to deliver and meet or exceed customer expectations.

Participate in Account Strategy with internal stakeholders relative to engagement status, opportunities, and imminent risks.

Establish and support reporting cadences, status reports, RAID log, and budgetary documentation.

Facilitate the collaboration between the Customer, Consultants and TGS Practice groups to extend the support as required.

Co-ordinate with cross-functional teams to keep the consultant’s forum together, networking, share best practices, driving relevant newsletters, lunch & learn sessions etc.

Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves.

Management Responsibilities:

Act as a servant leader in leading/directing delivery activities across multiple engagements.

Consolidate engagement status and budget information across the portfolio.

Develop and maintain engagement related documentation including processes, tools, and procedures in accordance with the TGS delivery framework.

Understand and manage customer requirements (deliverables) to ensure contract compliance and customer satisfaction.

Ensure Human Resources policies and procedures are communicated to consultant staff.

Support of other engagements and/or delivery team members as required.

Resource Management:

Communicate and/or track consultant requirement details as requested.

Collaborating with recruiters and Account Managers in preparation for new starters joining client teams and issue resolution as needed.

Performance tracking, management, and reporting as requested.

Collaboration with cross function teams to onboard/off-board consultant onto Customer and TGS IT systems (Email, MS Teams, SharePoint etc.,)

Requisite Abilities and/or Skills

Excellent oral and written communication skills (English and German is a must; Spanish a plus)

Analysis and problem-solving skills

Time management and organizational skills

Personnel and team management skills

Demonstrable engagement data/ risk analysis and correlation/ mitigation skills

Excellent customer service and stakeholder management skills

Basic Qualifications and Experience

Bachelor’s degree, Masters is preferable.

6 to 10 years’ IT experience, customer project/engagement delivery exposure, and agile methodologies awareness

Should have a customer-first mindset, taking ownership and owning responsibilities expected from the role

Experience in managing and delivering managed services and practice led engagements to the customer

Experience in delivering/running (large scale) software development projects

Understanding of IT environments and able to demonstrate initiative in challenging project situations to provide continual improvement throughout the delivery of services

Understanding of managed services model, with accountability and risk metrics

Experience in stakeholder management, leading and coaching teams

Agile, Project & Engagement Management experience and any training / certifications on Agile, PMI, SAFe, PRINCE2 is a plus.

AWS, Azure or GCP Certifications is a plus

Experience in working with the main cloud providers i.e. AWS, Azure, GCP or other hosting solutions would be a plus

Experience in working with onsite, offshore, nearshore and remote teams

Core Competencies

Collaborates:

Works in partnership with internal stakeholders and delivery team to discuss engagement strategy, scope, and overall health of any current engagements

Partners with Delivery Managers, Account Managers, Account Directors, Solution Executives and Business Development Managers to manage risk and ensure we are delivering to the terms and conditions of our contract

Participates in monthly financial review meetings with Back Office

Communicates Effectively:

Thoroughly documents all escalation procedures then communicates to necessary audiences, customer, consultant, managers

Actively listens to others

Clearly articulates the Customer/SoW requirements and relevant supporting delivery processes

Proactively contributes to customer/account discussions and attends relevant account meetings

Instils Trust

Maintains positive rapport with consultants and customers by following through on commitments in a timely and responsive manner

Develops and maintains trust with internal partners by acting on feedback and ensuring engagement success

Action Orientated

Identifies concerns, such as sourcing gaps, and quickly communicates these

Facilitates issue resolution using root cause analysis and identifies proper parties to communicate to

Proactively anticipates customer needs, creates solutions and contingency plans to limit issues

Advocates for TEKsystems Global Services (TGS) when possible, to support growth opportunities with customers

Contributes, collaborates, and drives internal process improvement issues initiatives