Senior Engagement Manager

TEKsystems•Austin, TX

8d•$115,000 - $165,000•Remote

About The Position

The Senior Engagement Manager (SEM) is a delivery leadership position within the TEKsystems Global Services (TGS) organization, responsible for managing complex deliverable-based, fully outsourced, or extremely large-scale engagements or programs. The SEM may manage either a single customer or a business portfolio. The SEM is responsible for the guidance and mentorship of a team of Engagement Managers based in a region or practice area. The SEM provides ownership of customer experience, high quality service delivery and a high level of client satisfaction that aligns with client success criteria. 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

Bachelors degree in business, Project Management, or a related field.
Minimum of 7 years of experience in project management or portfolio management roles.
Proven track record of successfully managing complex projects and portfolios.
Excellent communication and interpersonal skills for building and maintaining relationships, with the ability to influence and negotiate effectively.
Excellent leadership and team management skills leading high-performance teams.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

Nice To Haves

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

Responsibilities

Oversees engagements with 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 and engagement advisement by anticipating client needs.
Leading larger engagement teams, mentoring resources, and fostering a collaborative team environment.
Builds rapport and maintains relationships with client stakeholders to understand their long-term goals and align services accordingly. Strengthens relationships through value-based conversations.
Maps the client organization, evaluates the ratio of engagements to business lines, and identifies opportunities where engagements and business impacts converge. Utilizes the value framework content in business reviews to emphasize how the organization provides value to clients.
Provides enhanced experience for external stakeholders and internal partners involved in the business lifecycle by being proactive, strategic, and customer-focused.
Regularly informs internal and external stakeholders about the progress, challenges, and results of engagement activities.
Manages the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability.
Ensures efficient utilization of resources across engagements, optimizing team performance and engagement outcomes.
Identifies potential risks early and implements strategies to mitigate them, ensuring engagement stability.
Establishes appropriate governance and ensures that the structure and controls are followed. Drive the creation of customer-facing reporting/dashboards for engagements to show meaningful KPI/metric-related data for decision-making.
Consistently drives innovative improvements to the delivery process and deliverables while maintaining a balance of innovation and operations.
Makes sense of complex, high quantity, and sometimes contradictory information, to effectively solve problems.
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Creates a climate where people are motivated to do their best to help the organization achieve its objectives. Hosts regular meetings with the team and encourage input from others.
Develops and delivers multimode communications that convey a clear understanding of the unique needs of different audiences. Actively listens to understand customer needs and articulates solution options clearly.
Builds strong customer relationships and delivers customer-centric solutions. Takes a consultative approach to propose solutions that benefit the customer and solves their business needs being a trusted partner and advisor.
Works well with cross-functional teams, fostering a collaborative environment to achieve common goals.