Client Engagement Manager

The Client Engagement Manager is responsible for providing overall commercial and operational leadership for the managed services client base. Direct the P&L activities of geographically diverse operations across a variety of customer solutions. Oversee and manage his/her functional responsibilities to optimize profitability in conjunction with short-term and long-term business strategies, goals, and objectives. Provides strategic leadership to optimize the regional resources (people and assets) for efficient utilization to achieve goals.

Key Responsibilities:

• Responsible for  leading Services regional business operations concurrent with business  growth expectations; introduction of new operational systems; meeting  company financial objectives; and meeting goals related to safety,  regulatory compliance, quality, and on-time delivery of services.
• Responsible for the  profit and loss of the region; deliver the expected financial and  operational performance of the region.
• Maintain, develop and  improve relationships with all key customers, regulators, influencers and  partners in their region.
• Direct and support  sales and business development efforts to ensure revenue growth and execution of growth strategies.
• Work closely and  proactively with other members of management to assure that financial  expectations and resources allocations are in line with realistic/current  projections of the operations budget and company goals. 
• Develop a long-term  strategic vision and plans for the region including expansion, partnerships, and acquisitions.
• Recommend and  implement capital projects aligned with business goals and strategic plan.
• Drive profitability  improvements through KPI performance, focus on cost controls and efficiency improvements.

Qualifications:

• Strategic thinker,  hands-on problem solver that possesses energy, integrity, and leadership.
• Business minded  professional that will have a strong impact in the company working with various levels of employees.
• Demonstrated ability to effectively delegate and build a culture of accountability for results.
• Successful experience in a best-in-class organization noted for operational excellence, meeting or exceeding revenue and profitability goals.
• Experience driving  lean manufacturing, process improvement and/or six sigma initiatives is essential. 
• Broad based process-improvement leadership experience in a high growth, complex business.
• Proven ability to develop, lead and culturally drive an environment of high productivity and cost effectiveness.
• Excellent communication and interpersonal skills; must be able to deal effectively with people at all levels.
• Personal style defined by energy and a positive attitude; a strong drive to succeed.
• Technologically savvy;  understands how to use state of the art management tools to drive the business results.
• Ability to travel up to, but not limited to, 25% of the work year.

Accountability across the portfolio includes the successful implementation of solutions, management of value realization objectives, client satisfaction with the solution, efficient resource utilization, effective management of scope and schedule, project profitability, overall quality of the engagements, and continuous staff development. 

Team Management:

• Manage a portfolio of  Managed Service engagements across a broad customer base and geographic  territory
• Create a plan, and set  priorities for teams.
• Create capability and capacity strategies to assure appropriate skills and resources are tied to the implementation and service strategy.
• Work with peers to understand priorities among the various initiatives to ensure cross-functional focus on the most critical areas. 
• Ensure compliance with standard operating models, templates, and reporting.
• Report overall state  of Client Delivery projects.
• Effectively mitigate  risks to ensure effective achievement of business goals.

Client Delivery:

• Operate implementation  engagements within portfolio to achieve customer satisfaction, customer  value realization, quality, schedule, resource utilization, and operating  margin targets. 
• Proactively manage  client expectations, scope, schedule, and change controls and  documentation.
• Proactively  communicate status, success/risks/actions to leadership, team, and client.

Sales Contribution:

• Demonstrates  understanding of business, emerging trends, anticipates impacts on client  strategies, proactively engages in future solution design.
• Identify new services, consulting and/or assessment opportunities. 
• Achieve new services,  consulting and/or assessment revenue growth target.
• Identifies,  implements, provides content for continuous improvement and documentation  of best practices.
• Defines new areas for  sales potential, contributing to new service offering.

• Bachelor’s degree in Business Administration, or a related field or applicable professional experience. 
•  5 + years of progressive experience in Client Engagement.
•  Proven success in. Building and retaining long-term client relationships in managed IT service delivery. 
•  In-depth knowledge of. Execution of industry standard Client Success models, IT services such as Mobility; POS management;    Networking; RFID and deployment execution for IT services.
•  Experience with Managing multi-million dollar client portfolios, negotiating SLAs, and driving cross-functional teams.
• Strong Communication, stakeholder management, and strategic planning skills.