Engagement Manager

1 month ago

Redmond, United States HCLTech Full time

Role Purpose and Scope:

The Engagement Service Delivery Lead will partner with the client decision makers and stakeholders on multiple engagements for Hi-Tech customers. Manage multiple diverse delivery teams located globally and be responsible for the overall health and growth of the account




Main Responsibilities:


Strategic:


  • Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean.
  • Ideate, transform, re-structure existing and new programs from delivery lens
  • Ability to modernize shared service design & deployment
  • Unlock business value & elevate from administrative function of programs to making it a source of market differentiation by creating winning preposition
  • Responsible for defining, coordinating & executing the go-to-market strategy & programs both cloud and off-cloud solutions
  • Participate, create solutions and design frame-works for prospective clients
  • Lead and represent HCL in RFI/ RFP’s and orals. Work with multiple teams to create propelling contract construct for clients
  • Work with client business partners, business stakeholders, M&A teams in various capacities such as
  • Incubating newly acquired or created products,
  • Create target operating model, bring in strategic perspective, participate as thought leaders for growth and value add to clients
  • Engage with leaders outside the scope for growth of the account


Delivery & Operations:


  • Direct a team of senior Track Leads, Project Managers, Delivery Leads, Group managers of large-scale, complex global projects that involve multiple stakeholders
  • Hand’s-on day to day delivery management and engagement with multiple support units within the organization to effective output
  • Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
  • Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
  • Effectively assess and resolve high priority project risks
  • Ensure projects meet success parameters and ROI targets stated in the business case
  • Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
  • Tap additional account growth opportunities through networking & client relationship management
  • Aim at maximizing economic value and securing future competitive advantage
  • Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
  • Be responsible for the MBR, QBR’s , YBR’s with multiple stakeholders and decision makers
  • Effective transition, pre-bid and RFP experience is a must for this role
  • Drive team towards transformed state and always look for opportunity to improve and run people independent process
  • P&L responsibility and account growth
  • Work with GTM Management to identify and measure successful and failing strategies and identify opportunities for process improvement


Managing Acquisition/ Knowledge Transfer Projects:


  • Define project objectives, project scope, roles & responsibilities.
  • Outline requirements needed from sales and legal stakeholders to deliver projects on budget.
  • Prepare a detailed project plan to schedule key milestones, workstreams & activities.
  • Manage delivery, changes in project scope, schedule or budget, client relationship and communication with all stakeholders, ensuring the project is delivered to their satisfaction.
  • Track projects and provide regular reports on their status to the project team and key stakeholders.
  • Identify and mitigate potential risks.

Billing and Receivables Management / Vendor Onboarding:

  • Project Management – efficiently manage the onboarding of multiple vendors thought out the lifecycle, while keeping stakeholders updated.
  • Communicate the onboarding process, timelines, and resource availability with internal business partners
  • Review new vendor pipeline with customer and set timelines for onboarding
  • Build strong relationships with vendor partners, learning about their operational strengths, limitations and pushing them to improve their service levels for our mutual clients.


Skills, Knowledge and Abilities



  • Work experience in an established Service organization with minimum 20 years of experience working within the technology industry.
  • 18-23 years of leadership role managing multiple delivery teams globally
  • Ability to work with multiple delivery teams spread geographically supporting regional markets
  • Graduation, MBA in Operations
  • Demonstrated opportunity & pipeline forecasting methodology experience
  • Proven experience of Digital Transformation implementation and working in complex IT environments
  • Prior experience of data scrubbing, opportunity identification, Root cause analysis, Process re-engineering, running and leading large scale transformation initiatives at a functional and organizational level
  • Experience in detecting revenue recognition issues
  • Experience in solution design, responding to RFP/ RFI’s
  • Proven experience working in a high-volume contract administration department
  • Exposure to Digital tools, RPA and other tools like ERP, CRM with good exposure of Agile methodology
  • Excellent interpersonal communication, with the ability to influence at a senior level. Must be able to foster and maintain strong partnering relationships with sales and internal departments
  • Teamwork and collaboration with internal and external stakeholders and getting to logical conclusion of task at hand is core expectation of the role
  • Excellent analytical skills and expert proficiency in MS Office, Workspace
  • Strong time management and organizing ability with the flexibility to work in a fast-paced, dynamic
  • global environment
  • Black/ Green Belt certification would be an added advantage

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