[Hiring] Engagement Manager/Project Manager @TEKsystems

Role Description

The ServiceNow Engagement Manager II (EM II) is a delivery leadership position within the TEKsystems Global Services (TGS) organization, responsible for managing one or more engagements or engagement teams at a time. The ServiceNow EM II serves as an accountable leader for ServiceNow transformation engagements, responsible for:

• Achieving contractual outcomes
• Realizing measurable business value
• Maintaining delivery excellence
• Building long-term customer relationships
• Leading multidisciplinary teams through complex platform implementations and operational transformations

The EM II is responsible for managing customer experience through regular check-ins and timely updates on engagement progress, ensuring high quality service delivery and a high level of client satisfaction that aligns with client success criteria. This position 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.

Qualifications

• Bachelor's Degree or equivalent experience
• Minimum of 5 years of experience in project management
• Excellent oral and written communication skills (English language)
• Analysis and problem-solving skills
• Time management and organizational skills
• People management skills
• Experience in project management fundamentals or as an acting Scrum Master
• Exposure to professional services agreements including the change management process
• Exposure to IT Managed Services, project management classes, and other IT certifications
• Demonstrated project risk analysis and mitigation skills

Requirements

• Advanced Engagement Management: Oversee engagements varying delivery models to ensure that objectives are achieved, delivered according to schedule, and within budget
• Strategic Client Relationship Management: Build rapport and maintain relationships with client stakeholders to understand their long-term goals and align services accordingly
• Stakeholder Communication: Regularly inform internal and external stakeholders about the progress, challenges, and results of engagement activities
• Financial Management: Manage the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability
• Resource Allocation and Optimization: Ensure efficient utilization of resources across engagements, optimizing team performance and engagement outcomes
• Risk Management and Mitigation: Identify potential risks early and implement strategies to mitigate them, ensuring engagement stability
• Performance Reporting: Prepare detailed performance reports and present them to senior management and clients
• Team Leadership and Development: Lead larger engagement teams, mentor resources, and foster a collaborative team environment
• Client Satisfaction and Retention: Focus on client satisfaction and retention by delivering high-quality services and addressing any issues promptly
• Business Development: Identify opportunities and collaborate with sales partners for upselling and cross-selling, aiding in organic business growth

Benefits

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan with 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)

Company Description

TEKsystems Global Services (TGS) is a leading provider of business and technology services, accelerating business transformation for customers through expertise in strategy, design, execution, and operations. We are a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe, and Asia.