IT Engagement Manager

onsite 5 days per week, must be local

need candidate salary expectations

need valid LinkedIn

Must be Independent

Client engagement, service delivery, and MSP experience would be the things to look for.

ITIL certification

This position is responsible for overall management and service delivery of services and projects to the clients within the related designated practice. This role will include analyzing client processes, understanding client’s business landscape, ensuring we meet SLA's, defining requirements and then expertly delivering client solutions and strategies. A Senior Engagement Manager must be capable of supervising/leading the onsite team, managing large complex project's, ability to coordinate with remote support teams and be a recognized expert in one or more vertical markets.

Responsibilities

• Serve as primary point of contact
• Manage all client relationships and expectations through life of the program
• Lead business process re-engineering activities; consultation related to change management, project management and continuous process improvements
• Lead joint meetings and Continuous Process Improvement Sessions
• Manage project risk, up/cross selling, and oversight of team deliverables
• Contribute to definition of industry best practice through subject matter expertise
• Deliver within the scope of the SOW; meet or exceed project profitability targets
• Attain or exceed billable utilization target of 80% for self and team members
• Provide appropriate direction and feedback to team members
• Ensure team will identify, document, and drive resolution for any program issues
• Identify continuous improvement opportunities with processes / support issues.
• Facilitate metrics review and quarterly business review.
• Provide tracking and reporting and identify opportunities for improvement and standardization efforts. support documents as required.
• Work with vendors to troubleshoot and resolve issues.
• Evaluate new product versions and recommend upgrade schedules.
• Provide Root Cause Analysis for Major Incidents
• Conduct frequent reviews of procedures, industry best practices, processes
  
  

Knowledge And Abilities

• Ability to manage all client relationships and set expectations
• Lead business process and re-engineering activities, consultation related to change management, project management and continuous process improvements
• Excellent written and verbal communication skills
• Customer-centric attitude
• Strong Project Management Skills
• Ability to communicate technical problems and instructions to end users in terms that are easy to understand.
• Understanding of importance of proper documentation
• Contribute to definition of industry best practice through subject matter expertise
• Deliver within the scope of the SOW; meet or exceed project profitability targets
• Attain or exceed billable utilization target of 80% for self and team members
• Provide appropriate direction and feedback to team members
• Ensure team will identify, document, and drive resolution for any program issue
  
  

Requirements

• ITIL certification
• Must possess in-depth knowledge of Information Technology
• Thorough understanding of designated market, key industry partners and trends in the marketplace
• Demonstrated leadership, team building and management skills
• Excellent advanced client-facing skills including the ability to influence and negotiate with clients;
• Proven track record of customer focus including the ability to foster long-term client relationships
• Ability to manage both onsite team and remote support resources
• Advanced communication skills including business writing and presentations; Advanced ability to
  
  

present in-depth technical solutions

• Self-motivated with the ability to motivate and energize a project team; driven to exceed customer
  
  

and project goals

• Education
• Undergraduate degree in Business, Information Systems, or related field preferred; equivalent
• combination of skill/experience will be considered.
• Master’s degree is considered a plus.