Engagement Manager Microsoft Phoenix

Job Description: • 2-minute read •
The Engagement Manager (EM) is responsible for engagement delivery quality and customer satisfaction by scoping and shaping deals in close collaboration with the Services Executive 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.
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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.
Primary responsibilities of the Engagement Manager include:
• Supports Services Sales with Business Development related to accounts that are assigned to his/her Engagement Portfolio. Ideally, the SE and EM plans the prioritization of Accounts, and contributes with Customer knowledge to support strategic prioritization of Accounts.
• Works closely with the Services Executive (SE) and Architect during the phases of Deal Management, assisting the SE 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 SE/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.
• Drives project governance including activities concerning issue escalation within the client organization and internal to Microsoft, change management processes, and addressing concerns raised in quality reviews with Microsoft stakeholders, partners, client stakeholders and respective steering committees.
 
Qualifications:
• BA or Master’s degree
• 8+ years of related experience with IT Implementation (e.g. CMM and CMMI), IT Service delivery and Support (e.g. ITIL Foundation), Project Management fundamentals (e.g. PMI or equivalent) and Industry-specific certifications (as and if applicable)
• Competency to Drive for Results; Collaboration; Influencing for Impact; Adaptability; Judgment; Customer Focus
• Demonstrated capability in managing $1-2+MM complex projects with offshore delivery and teams of 10-15 people or more preferred
•Strong executive presence and demonstrated ability to build, extend, and maintain senior client relationships
•Travel required (60%+) within U.S.

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