Full-time

Engagement Manager


at Synergetics IT Services in Mumbai, Maharashtra, India
0
applicants
The Engagement Manager (EM) is responsible for engagement delivery quality and customer satisfaction by scoping and shaping deals in close collaboration with the Account Manager and Architect.
 
 The Engagement Manager role owns the problem statement from the perspective of the customer and is on point for setting and managing Customer expectations throughout Deal- and Delivery phases. This role has the responsibility of identifying appropriate skills profiles of each delivery team, based on Customer requirements and Solution design, and is the primary escalation point for the team and Customer throughout delivery. The EM manages a Portfolio of Engagements, and is responsible for ensuring Financials-, Risk- and Quality Management of that portfolio. 
 
The EM: Is a key participant in Deal shaping and scoping, working closely with the AM and Architect to define and scope an appropriate solution delivery. 
 
Supports Services Sales with Business Development related to accounts that are assigned to his/her Engagement Portfolio. Ideally, the AM and EM plans the prioritization of Accounts, and contributes with Customer knowledge to support strategic prioritization of Accounts. 
 
Works closely with the Account Manager (AM) and Architect during the phases of Deal Management, assisting the AM with pricing, resource management, risk management etc. and coordinating all-up development of the Statement of Work (SOW).
 
Is responsible to set up each Engagement in internal systems (incl. setting up cost- and bill rates, project start and end dates, project value etc.), upon receiving deal approval by the AM/Customer. Is accountable for defining deliverable acceptance and reporting procedures, scope validation, setting expectations and fostering a culture within each Delivery Team, where Quality and Knowledge Management is fundamental.
 
This includes engagement/project kickoff and holding Conditions of Satisfaction (COS) discussions with stakeholders. 
 
Tracks the performance of the engagement portfolio, the quality and timelines of deliverables, monitors any risks or issues and reports on the effectiveness and profitability of the engagement against the baseline plan. 
 
Builds his/her time into engagements as appropriate to allow for mitigation of engagement risk and to achieve the required level of billable utilization set by the business Reviews and approves consultant and partner billable hours and expenses each week.
 
 Defines in advance the acceptance criteria for each project deliverable, works with the team to establish delivery dates for each deliverable, and oversees the review of client deliverables to ensure they meet all client acceptance criteria, securing sign-off on each deliverable as defined in the SOW. 
 
 Drives project governance including activities concerning issue escalation within the client organization and internal to Synergetics, change management processes, and addressing concerns raised in quality reviews with Synergetics stakeholders, partners, client stakeholders and respective steering committees.
 
Primary Job Functions:
 
Responsibility/Activity:
Business Development: Aligns the Synergetics Services Strategy to customers business priorities to help grow the engagement. Participates in opportunity discussions for engagements and customer projects to support business growth.
 
Business Leadership: Contributes to business and solution strategies within the scope of customer engagements or projects. Acts as a mentor for his or her team members. Committed to the overall effectiveness and quality of an engagement or project. Encourages and recognizes collaborative behavior across the team.
 
Delivery Management: Manages small to medium-size engagements, projects, or teams. Executes on engagement and project criteria, scope management, and risk management. Responsible for the development of his or her teams engagement or project documents and deliverables by using standard delivery methodology. Responsible for internal and external stakeholder management. Initiates regular communication, delegates, and holds others accountable for project deliverables.
 
Value Management: Identifies and fulfills customer expectations, respects customer values, meets contract obligations and complies with Synergetics policies and procedures.
 
Leverages the knowledge and experiences of self and others to increase engagement or project value across team or subsidiary. Uses awareness of challenges and potential conflicts within an engagement or project to make appropriate tradeoffs.
 
Customer Value Realization: Investigates customers' long-term business objectives and anticipates future technical needs. Recommends and delivers technologies and services that meet current needs, and evolves strategies to adapt to future needs. Leads conversations with senior customer contacts to optimize business outcomes for the customer and Synergetics. Recommends innovative ways to realize business objectives.
 
Planning, Organizing and Executing: Sets the priorities and devises and leads highly complex programs across multiple organizations, based on strategic intent and change-management considerations. Orchestrates plan completion across disciplines and stakeholders, and negotiates trade-offs as needed. Documents and delivers best practices for use across Areas. Utilizes metrics and data to anticipate and educate others on customer needs.
 
Location – Mumbai
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Posted on 30 July, 2015
Viewed: 527 times

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