Engagement Manager

TEKsystems Global Services (TGS) provides a continuum of services ranging from engagement management to full outsourcing for applications, infrastructure, communications, and education solutions, including offshore centers in Canada and India. As a services provider, we leverage our expertise, methodologies, and IP to help our customers achieve their business value through technology solutions.

Here’s what the opportunity supported through our TGS Talent Acquisition Team requires.

Position Overview:

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. This individual provides ownership of customer expectations, delivery assurance of application services deliverables, and all-around outcomes for clients.

The Engagement Manager I is responsible for quantifying the business benefits of project outcomes throughout the engagement. He/she 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 is based onsite 50% of the time in Seattle, WA.

Key Accountabilities and Priorities:

Strategic Thinker & Market Strategist

Customer-First Mindset

• Urgently and actively account for project and customer requirements to ensure customer satisfaction and contract compliance (internal controls & legal compliance)

• Understand and explain how technology solutions address customer needs and discuss 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

• Forge lasting ongoing relationships

• 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

Innovative

• Think out of the box, work to solution, and solve business problems; drive growth by relentlessly searching for new and improved ways of serving our internal and external customers; collaborate heavily with Practice, Solutions, and Sales teams towards this end

• Highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation

• Leadership Presence – 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

• Strategic Perspective & Judgement – Maintain a clear view of the customer’s current and future business needs above and beyond the engagement deliverables; use deep industry and cultural knowledge to anticipate trends and opportunities; take a long-term view of the business as well as take the broad strategy and translate it into meaningful goals and objectives

• Collaborate with Account team to ensure costs, planning, governance, and risks are visible and issues are resolved

Organizational Agility

Drive 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

• Urgently and actively 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

• Situational Leadership – 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

• Self-Awareness & Development – Recognize own strengths and weaknesses, admit mistakes, and proactively seek feedback from others; extract learning from failure

• Collaborate/Create Buy-in – Build both informal & formal relationships across organization boundaries

Assess Talent & Push/Lead Inclusively

• 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 and lead & manage an inclusive workplace that maximizes the talents of each person to achieve sound results

Skills & Qualifications:

• Bachelor’s degree or equivalent, relevant experience

• 5 or more years of experience in technology and/or professional services with a preference for experience at a consulting services provider

• 2 or more years of experience in IT service management/project management providing project and delivery management and daily operational oversight within a professional services delivery environment

• 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 IT technologies a plus

• 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 and that any potential barriers or risks to success are immediately escalated and addressed

• Excellent oral and written communication skills, analysis and problem-solving skills, and excellent time management and organizational skills

• Demonstrated experience communicating and presenting as a 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 pursues that plan; remains up to date on required readings and training

TEKsystems