General Description:
The Engagement Manager role is a services function role within the TEKsystems Global Services (TGS) Practice Delivery team 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 responsibilities vary 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, risk & issue resolution and supporting other Delivery members 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.
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.
Specific Requirements for this Role
* Working from TGS Dublin office and/or Client sites in & around Dublin or Cork typically 3 days per week and flexible remote working from home 2 days per week
* Able to work independently, own initiative and guide and support other delivery member within the account portfolio
* Travel to other TGS and Client offices (UK & Ireland Europe) for face-to-face meetings on need basis
* Exposure to project delivery involving Data Engineering (Transformation and Analytics)
* Exposure to project delivery with cloud service partner – AWS (Preferred), GCP or Azure
* Strong stakeholder management including cross region or functional teams
* Strong IT Services knowledge
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 and 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.,
* 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 project team member requirement details as requested.
* Collaborating with recruiters and Sales 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
* Strong oral and written communication skills
* 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, master’s degree or equivalent
* IT experience, customer project/engagement delivery exposure, and agile methodologies awareness.
* Experience managing and delivering professional managed services to Customer.
* Greenfield development, Application modernization, Data Modernization
* Experience working with Cloud service providers (AWS, Azure, GCP), hosting solutions, offerings, modernization, migration & strategies is a plus
* Understanding of managed services model, risk, accountability, responsibility expectations
* Agile, Project & Engagement Management experience and any training / certifications on Agile, PMI, SAFe, PRINCE2 is a plus.
* AWS Cloud Practitioner, GCP Cloud Digital Leader or Azure Fundamentals certification is a plus.
* Stakeholder management, team leading, organizing, coaching, and Listening skills.
* Understanding of IT environments and able to demonstrate initiative in challenging project situations to provide continual improvement throughout the delivery of services.
* Experience working within Services Integration partner onsite, offshore, nearshore remote teams.
Behavioral Competencies and Responsibilities
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.
Instills 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
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