Engagement Manager

TEKsystems•Bethesda, OH

1d•$80,000 - $120,000•Remote

About The Position

The Engagement Manager position is a delivery leadership position in the organization, in which the individual is responsible for managing at least three or more projects/project teams/programs at a time or potentially one or more complex engagements. The Engagement Manager provides ownership of customer expectations, delivery assurance of application services deliverables, and all-around outcomes for clients. This role could require up to 50% 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 waterfall style and Agile based projects (Resource loading, tasks scheduling, PI planning, sprint planning, daily standups, etc.).
Experience with Managed Services type delivery with an understanding of ITSM and the Continue Service Improvement cycle.
Ability to work collaboratively with cross-functional teams and stakeholders.
7-9+ years’ experience in technology and/or professional services with a preference for experience at a consulting services provider.
5+ 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 senior executive/director levels
Demonstrate and articulate leadership style, compatible ethos and philosophy, and how it relates to teams, stakeholders, peers and customers.
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.

Nice To Haves

Experience with common operations management systems and technologies a plus; including SAP, ServiceNow, BMC, Atlassian, Ivanti, Oracle ERP.
Project management credential such as Agile, PMP, IAOP (Outsourcing Professional), ITIL, CISSP or other relevant certifications is preferred.

Responsibilities

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
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.
Building and ensuring lasting relationships that result in trusted advisor status with customers and stakeholders.
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.
Ability to highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation.
Collaboration with account team to ensure costs, planning, governance, and risks are visible and issues are resolved
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.
Urgently and actively develop, maintain, and track quantifiable metrics that support business and project goals.
Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery.
Mentor, manage and develop project team members.
Conduct annual reviews throughout the year on employee performance where required.
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.