Engagement Manager - Infrastructure
Company: 1st IT Solutions
Location: San Jose
Posted on: February 24, 2021
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Job Description:
Global IT Infrastructure Consultancy require an Engagement
Manager to Plan and monitor the day-to-day running of business to
ensure smooth business operations. Evaluate regularly the
efficiency of business procedures according to organizational
objectives and apply improvements. Revise and/or formulate
processes and promote their implementation. Ensure all operations
are carried on in an appropriate, cost-effective way. Improve
operational management systems, processes and best practices.
Report on operational performance and suggest improvements. Liaise
with superior to make decisions for operational activities and set
strategic goals. Supervise staff from different Projects and
provide constructive feedback. Transition new services into managed
services and new project introductions. Plan capacity for project
delivery. Plan training and development for the people in the
program. Devise growth path for employees in the team and
performance management. Mentor and motivate teams to achieve
productivity and engagement. Manage multi skill, multi tenure
people and manage conflict. Formulate retention strategies and
retain key talents. Evaluate overall performance by gathering,
analyzing and interpreting data and metrics. Identify key talents
and formulate growth path. Recruit, train and supervise staff.
Oversee customer support processes and organize them to enhance
customer satisfaction. Building and maintaining relationships with
clients and key personnel. Manage relationships/agreements with
external partners/vendors. Find ways to increase quality of
customer service. Customer satisfaction surveys (CSAT/NPS).
Coordinate customer service operations and find ways to ensure
customer retention. Manage and respond to customer escalations
efficiently. Customer Risk assessment and devising mitigation
plans. Review financial information and adjust operational budgets
to promote profitability. Examine financial data and use them to
improve profitability. Understand the cost drivers in the program.
Manage budgets and forecasts. Identify and mitigate risks related
to billing and financials. Devise improvements plans on identified
gaps on plan vs actuals. Implement financial budget plans
effectively. Project/Program billing, invoice submissions. Audit
and track all Financial data. Ensure that the Program runs with
legality and conformity to established regulations. Manage and
govern internal and external escalation from tactical and delivery
standpoint. Help the organization's processes remain legally
compliant. Perform quality controls and monitor production KPIs.
Evaluate risk and lead quality assurance efforts. Collaborate with
other senior management to formulate strategy. Report out and
review KPI's, SOW delivery compliance. Face external auditors and
comply to the requirements. Attend to organizational initiatives.
Attend to new/existing customer presentation. Provide inputs and
best practices for new customer introduction. Report out and
present program metrics to the management. Understand requirements
and provide inputs to sales for opportunity conversion. Experience
in managing enterprise email infrastructure. Experience in managing
enterprise collaboration tools. Understanding of the next gen email
and mobility platforms. Serve as the technical consultant on
evaluating collaboration tools that align with the customer vision.
Ability to propose our IP's and tools sets and align to customers
technology strategy. Assist in creating a cohesive architectural
strategy framework for collaboration tools. Develop technical depth
along with deeply understanding the niche of every product on the
collaboration portfolio that this team supports. Experience and
knowledge with cloud conferencing and collaboration tools is a
plus.
Keywords: 1st IT Solutions, San Jose , Engagement Manager - Infrastructure, Executive , San Jose, California
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