Senior Engagement Manager (Canada)

TEKsystems•Hanover, MA

9d•CA$111,200 - CA$166,800•Remote

About The Position

The Senior Engagement Manager is a delivery leadership role responsible for the success of complex and strategic client engagements. The role may oversee a strategic client, a small regional portfolio of engagements, or a large-scale program with demanding deliverables, service-level agreements, technology requirements, or business expertise needs. The Senior Engagement Manager owns client expectations, delivery assurance, service quality, and business outcomes, and quantifies the business benefits achieved throughout the engagement. Where management duties are included, the role guides, mentors, and develops Engagement Managers and other team members. The position requires strong client leadership, strategic judgment, and the ability to operate across complex and changing environments. The Senior Engagement Manager works with clients and internal delivery, practice, solutions, sales, and shared-services teams to align services with business objectives, maintain governance and performance, manage risks, and identify opportunities for innovation and improvement. The role may provide backup for a Global Delivery Manager and coordinate teams located in domestic, nearshore, or offshore delivery centers. Up to 50% business travel may be required. This is a permanent, fully remote position. The listed pay range is $111,200–$166,800 per year. The role is based in Hanover, Maryland, according to the posting, although the title identifies Canada.

Requirements

Bachelor's degree in computer science, information technology, information systems, or a related field.
Excellent written and oral English communication skills, including the ability to adapt communications to different organizational levels.
Strong analytical, problem-solving, prioritization, time-management, and organizational skills.
Significant experience communicating, presenting, and influencing senior executives, directors, and strategic stakeholders.
Strong leadership, people-management, team-mobilization, coaching, and talent-development skills.
Strong situational awareness, sound judgment, and a customer-first orientation.
Ability to monitor client expectations, objectives, and satisfaction, and promptly identify, communicate, and address risks and issues.
Commitment to personal and professional development, continuous improvement, and learning; ability to identify development needs and pursue a development plan.
Ability to stay current with role-related training, certifications, knowledge, delivery practices, technologies, market trends, and client needs.
Ability to manage complex and strategic engagements with substantial delivery, contractual, operational, and client responsibilities.

Responsibilities

Own client and engagement requirements, ensuring client satisfaction and compliance with contractual commitments.
Understand client business objectives and explain how proposed solutions deliver business value and outcomes.
Conduct periodic client, project, and solution health checks against target metrics and defined value streams.
Build and maintain relationships with client stakeholders to support satisfaction, retention, and client references.
Develop and implement communication plans covering status, opportunities, risks, issues, and escalations with the client and internally.
Contribute to account strategy development and execution with delivery teams, sales teams, and other internal stakeholders.
Identify opportunities to improve services, solutions, processes, and client outcomes; collaborate with Practice, Solutions, Sales, and shared-services teams to implement them.
Identify risks associated with deviations from business objectives and assess their operational, financial, and commercial effects.
Contribute to the design, development, implementation, and improvement of service offerings, delivery methodologies, tools, and internal processes.
Lead and motivate teams around a clear vision, shared objectives, and expected results; clarify priorities, roles, and responsibilities.
Apply industry, market, and organizational knowledge to anticipate trends, risks, and opportunities and translate strategy into measurable operational goals.
Collaborate with account teams to maintain visibility into costs, planning, governance, risks, dependencies, and overall performance.
Exercise sound judgment to resolve complex issues and facilitate decisions that protect client outcomes and engagement value.
Adapt delivery approaches and priorities to changing client needs, business conditions, and engagement requirements.
Coordinate and mobilize TEKsystems teams and stakeholders, including domestic, nearshore, and offshore delivery centers, to achieve engagement outcomes.
Provide backup for the Global Delivery Manager when needed to maintain leadership and governance continuity.
Assess client satisfaction through formal and informal methods and implement corrective or preventive actions as needed.
Maintain and track measurable performance indicators aligned with client business objectives and expected results; address performance gaps promptly.
Use the TEKsystems value framework and quantify, measure, and where appropriate monetize client benefits to support renewals and extensions.
Apply situational leadership, seek feedback, and incorporate learning into leadership practice.
Build trusted relationships and collaboration across organizational, functional, and geographic boundaries.
Coach, mentor, and develop project team members and less-experienced Engagement Managers; provide ongoing feedback and conduct annual reviews when required.
Support recruitment, development, engagement, and retention of a diverse, high-performing workforce and foster an inclusive, respectful, collaborative workplace.
Independently manage complex, strategic, high-visibility engagements and make operational decisions concerning delivery, client satisfaction, risk, governance, and team performance.
Escalate critical issues with significant financial, contractual, strategic, operational, or organizational impact, providing fact-based recommendations.