Engagement Manager

***THIS POSITION REQUIRES EXPERIENCE DELIVERY SERVICENOW PROJECTS

Description:

The Engagement Manager II (EM2) position is a delivery leadership position in the organization, in which the individual is responsible for managing at least three or more projects/project teams/programs at a time or potentially one or more complex engagements. The Engagement Manager provides ownership of customer expectations, delivery assurance of application services deliverables, and all-around outcomes for clients. The EM2 role is responsible for quantifying the business benefits of project outcomes throughout the engagement. As a more advanced Engagement Manager position, an EM2 is expected to have the experience and background to perform all the duties described below for engagements of all service types including all those expected of a EM1 along with complex deliverable-based, fully outsourced, or extremely 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 could require up to 50% travel.

Required Experience:

• 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 ServiceNow development practices and standards as well as Agile based projects (Resource loading, tasks scheduling, PI planning, sprint planning, daily standups, etc.).

• Experience with Managed Services type delivery with an understanding of ITSM and the Continue Service Improvement cycle.

• Ability to work collaboratively with cross-functional teams and stakeholders.

• Project management credential such as Agile, PMP, IAOP (Outsourcing Professional), ITIL, CSA (ServiceNow Certified System Administrator) or other relevant certifications is preferred.

• 7-9+ years' experience in technology and/or professional services with a preference for experience at a consulting services provider.

• 5+ years in IT service management/project management providing project and delivery management and daily operational oversight within a professional services delivery environment within healthcare.

• Bachelor's Degree or equivalent, relevant experience

Required Skills:

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

• Excellent oral and written communication skills (English language), analysis and problem-solving skills as well as excellent time management and organizational skills.

• Demonstrated experience communicating and presenting at senior executive/director levels

• Demonstrate and articulate leadership style, compatible ethos and philosophy, and how it relates to teams, stakeholders, peers and customers.

• 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 pursue that plan. Remains up to date on required readings and training.

Key Accountabilities and Priorities:

Strategic Thinker & Market Strategist

• Customer-First Mindset:

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

o The ability to understand and explain how healthcare technology solutions address customer needs and discusses benefits in terms of business value versus technology features

o 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.

o Building and ensuring lasting relationships that result in trusted advisor status with customers and stakeholders.

o 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.

o Participate in the development and execution of an Account Strategy in collaboration with internal stakeholders.

• Innovative: Thinks out of the box, works to solution, and solve business problems. Drives growth by relentlessly searching for new and improved ways of serving our internal and external customers. Collaborates heavily with Practice, Solutions, and Sales Teams towards this end.

o Ability to highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation.

o Leadership Presence: Inspires and motivates a sense of direction and purpose. Energizes team members to strive towards a compelling vision of the future by embracing and embodying company values in all aspects of their work. Offers clarity around project goals and objectives to enable effective collaboration towards a shared purpose.

• Strategic Perspective & Judgement: Maintains a clear view of the customer's current and future business needs above and beyond the engagement deliverables. Uses deep industry and cultural knowledge to anticipate trends and opportunities; takes a long-term view of the business, as well as taking the broad strategy and translating it into meaningful goals and objectives.

o Collaboration with account team to ensure costs, planning, governance, and risks are visible and issues are resolved

Organizational Agility

• Drives for Results:

o 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.

o Urgently and actively develop, maintain, and track quantifiable metrics that support business and project goals.

o Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery.

o Situational Leadership: Adjusts 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: Recognizes own strengths and weaknesses. Admits mistakes; proactively seeks feedback from others. Extracts learning from failure.

Building Relationships / Trust & Assessing Talent

• Collaborates / Creates Buy-in: Builds both informal & formal relationships across organization boundaries.

• Assessing Talent & Push:

o Mentor, manage and develop project team members.

o Conduct annual reviews throughout the year on employee performance where required.

• Leading Inclusively: Recruits, develops, and retains a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results.

Skills:

servicenow, Project management, Agile, Program management, Technical leadership, Management skills, Leadership skills

Top Skills Details:

servicenow,Project management,Agile,Program management,Technical leadership

Additional Skills & Qualifications:

Customer Service ·

Building Relationships ·

Business Knowledge / Organizational Acumen ·

Self-Motivation/Self Starter

Experience Level:

Expert Level

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.