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IT Engagement Manager

4 months ago

Boston, United States CREO Full time
Job DescriptionJob DescriptionPOSITION OVERVIEW
The IT Engagement Manager will lead a team of consultants and partners to oversee the IT operational support and services (commonly known as Level 1 through 3) provided to clients. This role will be directly accountable for providing services to several customers with a team of on and offshore resources. The IT Engagement Manager will directly manage staff performance, establish strategies and protocols, and develop strategic plans for their customers and how their team supports them. They set expectations and ensure all consultants are meeting standards to ensure client satisfaction. They analyze organizational operations and develop strategies to improve efficiency, increase revenue, or meet other high-priority objectives. The IT Engagement Manager is responsible for recruiting, hiring, and training staff members while also managing partnerships with vendors that either supplement the CREO workforce or provide specific services to our customers on our behalf. They are expected to develop business with existing and new clients to grow the firm. This role supports and leads a variety of projects, working closely as part of the leadership team, to recommend solutions to our client’s most complex challenges. The IT Engagement Manager requires strong leadership skills in the areas of professional customer service, computer, networking, and application troubleshooting. This includes proposing and managing budget for IT projects, approval of expenditures and management of IT staff resources. They will partner with other internal and external teams.

IT Engagement Managers are self-motivated, highly organized, and have expert-level quantitative, Excel, and PowerPoint skills, and a “whatever it takes” attitude to meet client deadlines and deliver impeccable results. This is a hybrid role based in the Boston area.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE
  • 7-10 years of relevant experience
  • Experience providing technical leadership in strategic direction and triage/resolution of issues for the client.
  • Ability to navigate constant task/context switching.
  • Experience developing business with existing and new clients.
  • Experience recruiting, interviewing, hiring, managing, and developing individual staff.
  • Experience building and managing a team of consultants to deliver exceptional results for clients.
  • Vendor management experience including vendor due diligence, contracting, and performance management, including vendor due diligence, contracting, and performance management.
  • Ability to lead teams with a sound work ethic, intellectual curiosity, and exceptional client service.
  • Strong cultural awareness, ability to adapt speaking style and mannerisms for different clients.
  • High degree of emotional intelligence to effectively deal with increasingly diverse clients and teams.
  • Ability to structure and manage intensive workloads.
  • Experience working with clients at all organizational levels with a high degree of professionalism and business acumen.
  • Professional experience serving in a management and leadership role within an information technology service function as if you were a badged employee for the client as a consultant.
  • Well-developed industry expertise in a domain of alignment (business strategy, operations, financial services, consumer products, human capital, shared services, etc.)
  • Exceptional problem-solving skills – an analytical, innovative, and creative mindset.
  • Ability to work on tight deadlines, multi-task, and manage multiple shifting priorities.
  • Exceptional verbal and writing skills.
  • Expertise in documentation, procedures and policy, analytical documentation, and content authoring of expert client deliverables with common business applications, like Excel, PowerPoint, and Word.
  • Diverse technical acumen across the broad spectrum of IT (Network, Infrastructure, EndPoint Management, ITSM, Business and Lab Applications, Security, IT Operations, Policy, Compliance, Quality)
  • Natural ability and demonstrable comfort to dive into technology solutioning for advanced technical issues and support escalations.
  • Oversee the management of and function as an escalation point for requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT.
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools, and support experience.
  • Drive strategic assessments including vendor selections; oversee vendor work quality and productivity while managing vendor relationships and contracting.
  • Intermediate technical knowledge and troubleshooting of computer software, hardware, printers, VOIP telephones, and laboratory systems.
  • Demonstrable experience overseeing planning, delivery, and maintenance of a portfolio of business-critical computerized solutions on time and on budget.
  • Working knowledge of the system design lifecycle, IT project management and development of validation/qualification documentation within a regulated environment, including financial management for projects and operations.
  • Strong interfacing and collaboration skills with both technical and non-technical colleagues including IT contractors/developers, business stakeholders and customers, vendors/suppliers, at all levels including senior management and board level.
  • Microsoft Certifications, ITIL, are a plus.
ABOUT CREO
CREO is the preferred consultancy to the world’s most promising companies that seek to improve human health. We serve growing life sciences, healthcare, and private equity portfolio companies. Our expertise and knowledge in Strategy, M&A, Digital Transformation, Cybersecurity, and IT Quality & Regulatory Compliance help organizations improve today’s business performance and develop tomorrow’s clinical innovations. Founded in 2015, CREO is headquartered in North Carolina’s Research Triangle Park. Join us and together let’s make a meaningful difference. Visit CREO at www.creoconsulting.com.
 

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