Engagement Manager

Doyensys is a Management and Information Technology consulting services company based out of Dallas, TX. With 200+ employees globally, we support customers around the globe to solve their business and technology challenges. Great culture, excellent benefits , consistant growth are some of the attributes of Doyensys. We look for great talents to join our thriving team. Why settle for less?
Title : Engagement Manager

Experience: At least 10 years of experience in the US market & the IT services industry

Duration: Full Time (Remote)

Preferred Areas of FocTechnology: Oracle, Microsoft, AWS, ServiceNow

Job brief

If you're a team player and a problem-solver with experience in sales and customer service, we'd like to meet you! We are looking for an Engagement Manager to build positive relationships with clients. Being clients' first point of contact, your goal will be to ensure that our relationships with customers are strong, profitable, enduring, and remains delighted with our services.

JOB RESPONSIBILITIES

Engagement manager responsibilities include, but are not limited to, the following:

Pre-Engagement

• • Foster positive relationships with our customers as their primary point of contact
  • Engagement Kick-off.
  • Review and understand the signed statement of work and contract.
  • Ensure that the delivery team is briefed on the deliverables and milestones of the project.
  • Set up the appropriate systems of record with the information needed to track project progress.
  • Coordinate all pre-engagement activities with the Sales team, the Delivery team, and the customer.
  • Work with Delivery Managers in acquiring the correct resource(s) for the project.

Engagement Execution

• • Prepare and manage the project and resource plan.
  • Manage project teams and hold regular team meetings to review current work.
  • Document the project's Risks, Assumptions, Issues, and Dependencies.
  • Monitor project scope, review, document and approve project change orders.
  • Ensure timely and accurate billing and invoicing of the client.
  • Generate status reports on project performance and present to the customer and to internal leadership on the appropriate frequency.
  • Serve as the first point of escalation, and address customer issues with speed and efficiency.
  • Work with sales teams to generate new business.
  • Identify upselling and cross-selling opportunities.

Engagement Closure

• • Survey the customer for satisfaction level and feedback.
  • Ensure that the engagement is registered in the appropriate systems of record.
  • Drive a project retrospective, document, and publish lessons learned.

DESIRED SKILLS AND EXPERIENCE

• Proven experience leading the deployment of Enterprise Software (ideally ITIL related) solutions in client environments/ Proven experience as an Engagement Manager

• Proven experience working with Enterprise Software companies and/or Consulting companies with Project management experience.
• Experience working with Oracle ERP or Oracle Cloud Applications for enterprise clients is a big plus
• Experience with one or more of the following platforms is essential: JIRA, ServiceNow or similar tools
• Excellent verbal and written communication abilities
• Attention to detail.
• Team player, who is flexible and responsive to emerging client needs.
• Project Management Professional (PMP), Scrum Master certification a plus
• Proficient in MS Office and CRM/project management software with in-depth data analytics skills
• Experience in Service Architect / Service Strategist disciplines.
• Senior level and mature understanding of years of IT Service portfolio, Service Delivery Management principles with a proven track record of defining services, defining service level targets, and defining Service Delivery/Governance Structure
• Proven leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders.
• Experience in writing, editing, and delivering strategic communications.
• Experience leading organizational change management projects
• Sharp business acumen with Problem-solving aptitude

EDUCATION AND CERTIFICATIONS

• Bachelor's Degree, preferably in Engineering, IT, or Business Management, and at least 5 years of experience in consulting and project management
• PMP Certification (preferred)
• Scrum Master Certification (preferred)
• ITIL v2 or v3 Foundations Certification (preferred)
• ITIL v3 certification (highly desired)
• ServiceNow, Any Ticketing tool (highly desired)