Senior Engagement Manager

About the role

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion.

The Senior Engagement Manager (SEM) is a delivery leadership position within TEKsystems Global Services (TGS), responsible for managing complex deliverable-based, fully outsourced, or extremely large-scale engagements or programs. The SEM may manage either a single customer or a business portfolio. The SEM provides ownership of customer experience, high-quality service delivery, and a high level of client satisfaction that aligns with client success criteria. This role requires strong project management skills, proficiency in relevant technical practices, and a proven track record of successful client engagements. The role is measured by customer satisfaction, customer retention/expansion, financial targets achieved, and billable utilization for all engagements in their portfolio. This role may require travel several times per year.

Responsibilities

• Oversees engagements with varying delivery models to ensure objectives are achieved, delivered according to schedule, and within budget, while fulfilling internal compliance requirements.
• Provides strategic value and engagement advisement by anticipating client needs.
• Leads larger engagement teams, mentors resources, and fosters a collaborative team environment.
• Builds rapport and maintains relationships with client stakeholders to understand their long-term goals and align services accordingly.
• Maps the client organization, evaluates the ratio of engagements to business lines, and identifies opportunities where engagements and business impacts converge.
• Utilizes the value framework content in business reviews to emphasize how the organization provides value to clients.
• Provides enhanced experience for external stakeholders and internal partners by being proactive, strategic, and customer-focused.
• Regularly informs internal and external stakeholders about the progress, challenges, and results of engagement activities.
• Manages the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability.
• Ensures efficient utilization of resources across engagements, optimizing team performance and engagement outcomes.
• Identifies potential risks early and implements strategies to mitigate them, ensuring engagement stability.
• Establishes appropriate governance and ensures that structure and controls are followed.
• Drives the creation of customer-facing reporting/dashboards for engagements to show meaningful KPI/metric-related data for decision-making.
• Consistently drives innovative improvements to the delivery process and deliverables while maintaining a balance of innovation and operations.

Behavioral Competencies

• Manages Complexity: Makes sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Drives Results: Creates a climate where people are motivated to do their best to help the organization achieve its objectives. Hosts regular meetings with the team and encourages input from others.
• Communicates Effectively: Develops and delivers multimode communications that convey a clear understanding of the unique needs of different audiences. Actively listens to understand customer needs and articulates solution options clearly.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. Takes a consultative approach to propose solutions that benefit the customer and solves their business needs as a trusted partner and advisor.
• Collaboration: Works well with cross-functional teams, fostering a collaborative environment to achieve common goals.

Requirements

• Bachelor’s degree in business, Project Management, or a related field.
• Minimum of 7 years of experience in project management or portfolio management roles.
• Proven track record of successfully managing complex projects and portfolios.
• Excellent communication and interpersonal skills for building and maintaining relationships, with the ability to influence and negotiate effectively.
• Excellent leadership and team management skills leading high-performance teams.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

Preferred Qualifications

• Experience in the IT Professional Services industry.
• Master’s degree in a related field.
• Knowledge of CRM systems and customer engagement strategies.
• Certification in project management (PMP, PRINCE2, etc.).
• Experience with Agile methodologies: Scrum, Kanban, SAFe, XP.

Pay

The pay range for this position is $115,000.00 - $165,000.00 per year. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.

Benefits

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital Insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a permanent, fully remote position based out of Seattle, WA.