Engagement Manager

• Client Name - MERRIMACK MUTUAL INSURANCE CO
• Job Title: Engagement Manager (EM)
• Location: Andover, MA - Onsite

Job Description:

• Act as the primary liaison between clients and internal IT teams.
• Manage client relationships to ensure satisfaction and long-term engagement.
• Oversee delivery of IT services and solutions aligned with business objectives.
• Monitor project performance, risks, and issue resolution.
• Ensure service quality and adherence to SLAs.
• Coordinate cross-functional teams (development, support, infrastructure).
• Drive continuous improvement and process optimization.
• Identify opportunities for account growth and upselling.
• Prepare and present reports, status updates, and strategic plans to stakeholders.
• Maintain adherence to Atos/Andover Ways of Working, company policies, and delivery frameworks.
• Act as an escalation point for account-related risks, challenges, and conflicts.
• Foster a high-performance culture grounded in collaboration, accountability, and client success.
• Communicate unexpected absences to key Andover leadership as they occur.
• Track and approve PTO requests from a capacity planning standpoint (not official approvals within the MyAtos Leave Request tool).
• Approve time in the MyAtos tool.
• Routinely attend Scrum Team Standups.
• Uphold and facilitate communication between Atos leadership and the account team.
  

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• Here is more details about the position: Account is primarily squads of teams doing staff aug project work
• Delivery quality is important, but not the delivery itself
• This position is more about being a project liaison managing communications, both client and internal staff, and working issues around staffing as needed
• Timecard management, staffing, etc
• Personnel issues
• Day to day interface between both needs to be an outstanding communicator
• The role isn t a line manager per se, but more on the project management side skillset
• Will also manage a transition to a new provider 2 in the box so needs to be senior enough to work through this planning and foresight with people and delivery while managing expectations with CEP and revenue

Job Description primary duties in yellow

• Act as the primary liaison between clients and internal IT teams.
• Manage client relationships to ensure satisfaction and long-term engagement.
• Oversee delivery of IT services and solutions aligned with business objectives.
• Monitor project performance, risks, and issue resolution.
• Ensure service quality and adherence to SLAs.
• Coordinate cross-functional teams (development, support, infrastructure).
• Drive continuous improvement and process optimization.
• Identify opportunities for account growth and upselling.
• Prepare and present reports, status updates, and strategic plans to stakeholders.
• Maintain adherence to Atos/Andover Ways of Working, company policies, and delivery frameworks.
• Act as an escalation point for account-related risks, challenges, and conflicts.
• Foster a high-performance culture grounded in collaboration, accountability, and client success.
• Communicate unexpected absences to key Andover leadership as they occur.
• Track and approve PTO requests from a capacity planning standpoint (not official approvals within the MyAtos Leave Request tool).
• Approve time in the MyAtos tool.
• Routinely attend Scrum Team Standups.
• Uphold and facilitate communication between Atos leadership and the account team