Engagement Manager II

Engagement Manager ( Remote)

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.

Essential Job Duties and Responsibilities:

• Advanced Engagement Management: 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.

• Strategic Client Relationship Management: Builds rapport and maintains relationships with client stakeholders to understand their long-term goals and align services accordingly.

• Stakeholder Communication: Regularly informing internal and external stakeholders about the progress, challenges, and results of engagement activities.

• Financial Management: Managing the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability.

• Resource Allocation and Optimization: Ensuring efficient utilization of resources across engagements, optimizing team performance and engagement outcomes.

• Risk Management and Mitigation: Identifying potential risks early and implementing strategies to mitigate them, ensuring engagement stability.

• Performance Reporting: Preparing detailed performance reports and presenting them to management and clients.

• Team Leadership and Development: Leading larger engagement teams, mentoring resources, and fostering a collaborative team environment.

• Client Satisfaction and Retention: Focusing on client satisfaction and retention by delivering high-quality services and addressing any issues promptly.

• Business Development: Identifying opportunities and collaborating with sales partners for upselling and cross-selling, aiding in organic business growth.

Behavioral Competencies and Responsibilities:

• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information, to effectively solve problems.

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm.

• Communicates Effectively: Develops and delivers multimode communications that convey a clear understanding of the unique needs of different audiences. Actively listens to understand customer needs and articulate solutions options clearly.

• Customer Focus: 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.

• Drives Results: 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 encourages input from others.

• Collaboration: Works well with cross-functional teams, fostering a collaborative environment to achieve common goals.

Required Experience:

• 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.

Preferred Experience:

• 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.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

• Please click on the following link to learn more about our full-time internal employment benefits: https://www.teksystems.com/en/careers/benefits.

o Canada (English) full time internal employment benefits link - https://www.teksystems.com/en-ca/careers/benefits

o Canada (French) full time internal employment benefits link - https://www.teksystems.com/fr-ca/careers/benefits

o Link to downloadable PDF EMEA specific country benefits documents to share with talent - https://allegiscloud.sharepoint.com/sites/TheOne/HR/benefits/Pages/default.aspx

• A general description of any bonuses, profit sharing, commissions or other compensation offered for the position should be included: Additional earnings may be available through incentive programs like annual bonuses, commissions, profit sharing, etc.

Top Skills Details

Project management,Portfolio management,Program management,Digital marketing,Agile,Product management,Implementation,Communication and leadership skills,Requirement gathering,Data analysis,Profit and loss analysis,Support,Reporting,Agile software develop

Additional Skills & Qualifications

Preferred Experience:

• 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.

Experience Level

Expert Level