Engagement Manager II

TEKsystems•Columbia, MD

7d•$105,000 - $150,000•Hybrid

About The Position

The Engagement Manager II (EM II) is a delivery leadership position within the TEKsystems Global Service’s (TGS) organization, responsible for managing one or more engagements or engagement teams at a time. The EM II is responsible for managing customer experience through regular check-ins and timely updates on engagement progress. The EM II ensures high quality service delivery and a high level of client satisfaction that aligns with client success criteria. The role quantifies the business benefits of engagement outcomes throughout the engagement lifecycle. This position requires strong project management skills, proficiency in relevant technical practices, and a proven track record of successful client engagements. The role is measured by customer satisfaction, customer retention/expansion, financial targets achieved, and billable utilization for all engagements in their portfolio. This role may require travel several times per year.

Requirements

Bachelor’s Degree or equivalent experience.
Minimum of 5 years of experience in project management.
Excellent oral and written communication skills (English language).
Analysis and problem-solving skills.
Time management and organizational skills.
People management skills.
Experience in project management fundamentals or as an acting Scrum Master.
Exposure to professional services agreements including the change management process.
Exposure to IT Managed Services, project management classes, and other IT certifications.
Demonstrated project risk analysis and mitigation skills.

Nice To Haves

Experience in the IT Professional Services industry.
Knowledge of CRM systems and customer engagement strategies.
Certification in project management (PMP, PRINCE2, etc.).
Experience with Agile methodologies: Scrum, Kanban, SAFe, XP.

Responsibilities

Oversee engagements varying delivery models, to ensure that objectives are achieved, delivered according to schedule, and within budget. Additionally, ensuring that internal compliance requirements are fulfilled. Provides strategic value to clients and engagements consistently.
Builds rapport and maintains relationships with client stakeholders to understand their long-term goals and align services accordingly.
Regularly informing internal and external stakeholders about the progress, challenges, and results of engagement activities.
Managing the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability.
Ensuring efficient utilization of resources across engagements, optimizing team performance and engagement outcomes.
Identifying potential risks early and implementing strategies to mitigate them, ensuring engagement stability.
Preparing detailed performance reports and presenting them to senior management and clients.
Leading larger engagement teams, mentoring resources, and fostering a collaborative team environment.
Focusing on client satisfaction and retention by delivering high-quality services and addressing any issues promptly.
Identifying opportunities and collaborating with sales partners for upselling and cross-selling, aiding in organic business growth.