The Engagement Manager role is a critical role within the TEKsystems Global Services (TGS) delivery

organization and is responsible for contributing to one or more projects/engagements at a time. A

successful Engagement Manager possesses skillsets for managing people, processes, and issue resolution. The delivery function varies in responsibility from account to account, but a successful Engagement Manager is responsible for common activities such as on/off boarding of consultants, reporting and metrics to support consultant activities and issue resolution. The Engagement Manager provides ownership of customer expectations, and delivery assurance of associated services, deliverables, and all-round outcomes for our customers. The Engagement Manager is responsible for quantifying the business benefits from the project outcome throughout the engagement while having the ability to manage large scale project autonomously, or by leading and managing a delivery team as the focal point of contact (POC) for the customer and consultant team.

The responsibilities listed below are not exhaustive, as each account will state their unique

requirements in the Statement of Work (SoW) or as defined with the Account Team at the start of

the project. This role will align in working in tandem with Engagement Managers to help support specific tasks and responsibilities.

assigned in delivering support of our services defined by our contract terms to our clients.

Below are the responsibilities of a Engagement Manager.

Key Accountabilities:

Solution Delivery:

• Ensure understanding of project vision/SoW deliverables, and any technical requirements as

defined by customer and TGS solutioning team members.

• Understand SoWs/WOs/MSAs and importance of meeting deliverables/expectations of the customer and service

• Collaborate with the Account, Delivery and Program Management Teams to manage risk, project scope, and deliver according to the terms and conditions of our contracts

• Manage cost and revenue financial tracker for assigned engagement(s)

• Consolidate project status and budget information across projects and/or portfolio of projects

• Consolidate and provide project reporting regarding resources, risks, project performance, and financials or as requested by the Customer via weekly, monthly, and/or Quarterly Business Reviews (MBR/QBR)

• Identify and coordinate project change control processes utilizing TGS internal processes and systems along with client specific processes and systems.

• Coordinating with HR partners in performing issue management and facilitate issue resolution with proper notification to all affected parties

• Understand escalation protocol between Consultants, Customers and Account Managers

• Deep understanding of timekeeping tools and processes and ensure Consultants are entering their time correctly and on time and up holding SLA timeframes

• Responsible for delivering projects by owning key KPIs around on-time delivery, cost, quality, and performance of services and individual team members

• Ability to capture lessons learned and conduct retrospective reviews to develop and drive continuous service improvements on projects

Account Management:

• Establish and perform periodic Customer, project, and solution “health checks” baselined against

the target metrics associated with the Value Streams defined at the onset of the engagement.

• Will have responsibilities that align to project and Customer requirements to maintain Customer relationship and ensure high level of Customer satisfaction

• Ensure the support and enhancement of on-going consultant relationships

• Participate in Account Strategy with internal stakeholders relative to project status,

opportunities, and imminent risks

• Building and supporting established reporting cadences, status reports and budgetary

documentation

• Drive growth by searching for new and improved ways of serving our Customers, collaborating

with Solutions and Sales Teams

• Maintain a clear view of the Customer’s current and future business needs above and beyond

the engagement deliverables

• Have the ability to work autonomously in leading/directing delivery activities

• Develop and maintain project related documentation including processes, tools, and procedures

in accordance with TGS PMO and COE Delivery Excellence Framework

• Understand and manage Customer requirements (deliverables) to ensure contract compliance

and Customer satisfaction

• Maintain project artifacts on SharePoint (SMP) sites

• Ensure Global Delivery Portal (GDP) is updated on a weekly basis

• Ensure Human Resources policies and procedures are communicated to Consultant staff

• Support of other projects and/or Delivery team members as required

Resource Management:

• Communicate and/or track Consultant requirement details as requested

• Responsible for on-boarding/off-boarding of project consultants

• Collaborating with Talent Delivery and Account Managers in recruiting, interviewing and selection of consultant team members based on service criteria in contract

• Have the ability to manage conflict scenarios effectively and resolve issue in a timely manner, as needed

• Effectively build formal and informal relationship networks with team, consultants and customers

• Strong in situational adaptability to be able to modify approach and demeanor of team members due to client shifting requirements in differing situations.

• Performance tracking and reporting as requested

Basic Qualifications and Experience

• Bachelor’s degree or equivalent of 3+ years in related field working experience required

• Understanding in traditional and/or agile project management methodologies preferred

• Experience managing and delivering Customer professional services agreements is a plus

• IT Experience preferred

• Delivery Team Member, Project/Business Analyst, or other IT experience a plus

• Previous people management experience and communications skills to interface with remote team members

• Intermediate to advanced proven experience with both Excel and PowerPoint preferred

• Financial management and reporting experience

• Stakeholder management

• Understanding of TEKsystems internal process, tools and systems highly preferred

Additional Requirements per role

• Internal and external stakeholder management experience preferably with a consulting or managed services technology provider

• Experience working under a project framework or demonstrated understanding and proficiency in a Project Management, Delivery Management and/or Operational Management Methodology and managing through the entire life cycle of a project/engagement.

• General understanding of IT environments and able to demonstrate initiative in challenging

project situations to provide continual improvement throughout the delivery of services

• Need to have the ability to be able to support work in multiple North American time zones, depending on where the customer and work is located.

Other Requirements

• Customer First Mindset

• This role will require light travel to and from client site locations within the US

• Strong preference in having an engineering background , or degree, or interest in robotic equipment including working with mechanical, electrical, networking, and/or software systems in a warehouse environment.

• Ability to recognize gaps in the existing processes and take ownership around developing a solution

• Other duties as requested

Action Orientated

• Understands concerns, such as sourcing gaps, and supports resolution with Delivery Manager

and Delivery team

• Supports issue resolution using root cause analysis and participates in notifying relevant parties

• Reacts to Customer needs, participates in solutions and contingency plans to limit issues

• Advocates for TEKsystems Global Services (TGS), to support growth opportunities with Customer

Requisite Abilities and/or Skills

• Excellent oral and written communication skills

• Analysis and problem-solving skills

• Strong reporting and data management skills (strong in MS Excel a must/Power BI preferred)

• Strong Time management and organizational skills

• Personnel management experience (min 3 years)

• Demonstrable conflict management and mitigation skills

• Excellent customer service skills and strong business acumen

• Readily takes action on challenges, without unnecessary planning.

• Steps up to handle tough issues.

• Ability to work constructively with problems that do not have clear solutions or outcomes.

• Ability to plan, prioritize and break down objectives into appropriate initiatives and actions.

Behavioral Competencies and Responsibilities

Collaborates

• Works in partnership with internal stakeholders and Delivery team to understand project

strategy, scope, and overall health of any current projects

• Supports Delivery Team, Account Managers, Account Directors, Solution Executives and

Business Development Managers to manage risk and ensure we are delivering to the terms and

conditions of our contract

• Participates in monthly financial review meetings with Front and Back Office (FSG, OSG, Fin Ops,

DSO)

Communicates Effectively

• Understands escalation procedures and participates in the communication to necessary

audiences, Customer, Consultant, Managers

• Actively listens to others and can relate openly and comfortably with diverse groups, customers and consultants

• Clearly articulates the Customer/SoW requirements and relevant supporting FMLC processes

Instills Trust

• Maintains positive rapport with Consultants and Customers by following through on

commitments fulfilling the 1:24 rule (acknowledge within 1 hour, respond within 24)

• Develops and maintains trust with Delivery Managers and other internal partners by acting on

feedback and ensuring project success

• Initiate internal relationships by understanding one another’s roles and how to lean on each

other for success

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

Additional earnings may be available through incentive programs like annual bonuses, commissions, profit sharing, etc.

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

The expected posting close date is September 19, 2024.

Skills:

Project management, Reporting, Program management, Customer experience, Account management, Customer relationship management

Top Skills Details:

Project management,Reporting,Program management,Customer experience,Account management,Customer relationship management

Additional Skills & Qualifications:

Robotics experience

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.