Astadia: Sr. Engagement Manager (Technical & Business Operations)

Location, Bedford, MA, Hybrid onsite 4 days a week

USC or GC only

This position is responsible for overall management and service delivery of services and projects to the clients within the related designated practice. This role will include analyzing client processes, understanding client's business landscape, ensuring we meet SLA's, defining requirements and then expertly delivering Astadia solutions and strategies. A Senior Engagement Manager must be capable of supervising/leading the onsite team, managing large complex project's, ability to coordinate with remote support teams and be a recognized expert in one or more vertical markets.

Responsibilities

Serve as primary point of contact

Manage all client relationships and expectations through life of the program

Lead business process re-engineering activities; consultation related to change management, project management and continuous process improvements

Lead joint meetings and Continuous Process Improvement Sessions

Manage project risk, up/cross selling, and oversight of team deliverables

Contribute to definition of industry best practice through subject matter expertise

Deliver within the scope of the SOW; meet or exceed project profitability targets

Attain or exceed billable utilization target of 80% for self and team members

Provide appropriate direction and feedback to team members

Ensure team will identify, document, and drive resolution for any program issues

Identify continuous improvement opportunities with processes / support issues.

Facilitate metrics review and quarterly business review.

Provide tracking and reporting and identify opportunities for improvement and standardization efforts. support documents as required.

Work with vendors to troubleshoot and resolve issues.

Evaluate new product versions and recommend upgrade schedules.

Provide Root Cause Analysis for Major Incidents

Conduct frequent reviews of procedures, industry best practices, processes

Knowledge and Abilities

Ability to manage all client relationships and set expectations

Lead business process and re-engineering activities, consultation related to change management, project management and continuous process improvements

Excellent written and verbal communication skills

Customer-centric attitude

Strong Project Management Skills

Ability to communicate technical problems and instructions to end users in terms that are easy to understand.

Understanding of importance of proper documentation

Contribute to definition of industry best practice through subject matter expertise

Deliver within the scope of the SOW; meet or exceed project profitability targets

Attain or exceed billable utilization target of 80% for self and team members

Provide appropriate direction and feedback to team members

Ensure team will identify, document, and drive resolution for any program issue

Requirements

ITIL certification is a must

Must possess in-depth knowledge of Information Technology

Thorough understanding of designated market, key industry partners and trends in the marketplace

Demonstrated leadership, team building and management skills

Excellent advanced client-facing skills including the ability to influence and negotiate with clients;

Proven track record of customer focus including the ability to foster long-term client relationships

Ability to manage both onsite team and remote support resources

Advanced communication skills including business writing and presentations; Advanced ability to

present in-depth technical solutions

Self-motivated with the ability to motivate and energize a project team; driven to exceed customer

and project goals

Education

Undergraduate degree in Business, Information Systems, or related field preferred; equivalent

combination of skill/experience will be considered.

Master's degree is considered a plus.