Engagement Manager

TEKsystems•Baltimore, MD

1d•$80,000 - $120,000•Remote

About The Position

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires: The Engagement Manager I (EM I) position is a delivery leadership position in the organization in which the individual is responsible for managing one or more projects/project teams/programs at a time. The Engagement Manager provides ownership of customer expectations, delivery assurance of application services deliverables, and all-around outcomes for clients. The EM I role is responsible for quantifying the business benefits of project outcomes throughout the engagement. The EM I is expected to have the experience and background to perform all the duties described below for engagements of all service types including deliverable-based, fully outsourced, or medium/large-scale engagements or programs. This position requires a more demanding set of skills, educational background and demonstrated experience as related to the technical practice area. This role could require up to 25% travel.

Requirements

Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required
Experience leading Agile based workflows (PI planning, sprint planning, daily standups, etc.) and delivering using Scrum, Kanban, SAFe, XP
Agile, PMP, IAOP (Outsourcing Professional), ITIL or other relevant certifications
Experience with common I.T. technologies a plus
5-7+ years’ experience in technology and/or professional services with a preference for experience at a consulting services provider.
2-3+ years in IT service management/project management providing project and delivery management and daily operational oversight within a professional services delivery environment within healthcare.
Bachelor’s Degree or equivalent, relevant experience
Possesses healthy situational awareness with a ‘Customer First Mindset’.
Operates with a sense ‘healthy paranoia’ by continually ensuring the Customer expectations and goals are identified and validated, that any potential barriers or risks to success are immediately escalated and addressed
Excellent oral and written communication skills (English language), analysis and problem-solving skills as well as excellent time management and organizational skills.
Demonstrated experience communicating and presenting at manager and stakeholder
Experience leading people and personnel
Demonstrate an above average emotional intelligence
Self-Development: Active and passionate role in their own personal and professional development. Understand areas for growth and learning, creates a plan to improve, and aggressively pursue that plan. Remains up to date on required readings and training.
Customer-First Mindset: Urgently and actively accountable for project and customer requirements to ensure customer satisfaction and contract compliance (internal controls & legal compliance).
The ability to understand and explain how healthcare technology solutions address customer needs and discusses benefits in terms of business value versus technology features
Ability to forge lasting on-going relationships.
Innovative: Thinks out of the box, works to solution, and solve business problems. Drives growth by relentlessly searching for new and improved ways of serving our internal and external customers. Collaborates heavily with Practice, Solutions, and Sales Teams towards this end.
Leadership Presence: Inspires and motivates a sense of direction and purpose.
Strategic Perspective & Judgement: Maintains a clear view of the customer’s current and future business needs above and beyond the engagement deliverables. Uses deep industry and cultural knowledge to anticipate trends and opportunities; takes a long-term view of the business, as well as taking the broad strategy and translating it into meaningful goals and objectives.
Drives for Results: Understand and support the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and proactively resolve business issues in a timely manner and then work vigorously to ensure the path towards fulfillment of customer expectations is always dignified.
Situational Leadership: Adjusts behavior to best fit the style of others and the style that is needed based upon the situation, the customer culture, and project goals.
Self-Awareness & Development: Recognizes own strengths and weaknesses. Admits mistakes; proactively seeks feedback from others. Extracts learning from failure.
Collaborates / Creates Buy-in: Builds both informal & formal relationships across organization boundaries.
Assessing Talent & Push: Mentor, manage and develop project team members.
Leading Inclusively: Recruits, develops, and retains a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results.

Nice To Haves

Experience with common I.T. technologies a plus

Responsibilities

Manage one or more projects/project teams/programs at a time.
Provide ownership of customer expectations, delivery assurance of application services deliverables, and all-around outcomes for clients.
Quantify the business benefits of project outcomes throughout the engagement.
Perform all duties described below for engagements of all service types including deliverable-based, fully outsourced, or medium/large-scale engagements or programs.
Establish and perform periodic customer, project, and solution “health checks” with clients, baselined against the target metrics associated with the Value Streams defined at the onset of the engagement.
Define and implement a Communication Plan that meets project and customer expectations, and then urgently ensure a rhythm of ‘continuous communication’ and escalation inside of TEK and with the client relative to project status, opportunities, and imminent risks.
Participate in the development and execution of an Account Strategy in collaboration with internal stakeholders.
Highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation.
Inspire and motivate a sense of direction and purpose.
Energize team members to strive towards a compelling vision of the future by embracing and embodying company values in all aspects of their work.
Offer clarity around project goals and objectives to enable effective collaboration towards a shared purpose.
Collaborate with account team to ensure costs, planning, governance, and risks are visible and issues are resolved.
Manage customer expectations and proactively resolve business issues in a timely manner.
Develop, maintain, and track quantifiable metrics that support business and project goals.
Continually challenge others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery.
Adjust behavior to best fit the style of others and the style that is needed based upon the situation, the customer culture, and project goals.
Mentor, manage and develop project team members.
Conduct annual reviews throughout the year on employee performance where required.
Recruit, develop, and retain a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results.