IT Engagement Manager with Waterfall and ERP experience

Title: IT Engagement Manager

Location: 100% Remote

Job Type: Contract

Skills – Project Manager/Engagement manager/Program manager, Waterfall, budgeting , Scrum Must, Agile knowledge , Scrum/PMP certification, Spanish speaking must

JOB DESCRIPTION

● PMP Certified (or similar 3+ yr min EM / PM experience)

● Strong communication skills, both written and verbal - ability to lead (and redirect as needed) a dynamic 2-way discussion with the customer specific to their project scope, requirements and questions

● Ability to lead a team and navigate / succeed in a weak matrixed organization with various internal stakeholders (mgmt, resource mgrs, partner ecosystem, shared services, services sales, SAs) all with different priorities.

● Ability to upsell to exec level stakeholders, PMs and admins (trusted advisor). Finding new opportunities when there are misalignments in scope, budget, timeline, expectations, etc

● Ability to proactively avoid escalations and raise issues early. When they do happen, ability to understand the issue and mitigate / negotiate an agreeable outcome

● Ability to work with client executives and manage escalations and situations dynamically.

Responsibility

● Review Salesforce opportunity including SOW, QQ, services notes and assign resources included in salesforce account record

● Identify/assess potential risks due to discrepancies between documents

● Include risk conversations during internal KTs, discuss customer communication and mitigation strategies

● Conduct internal KT with Account team (AE, CSM, TAM, Assist)

● Complete project setup tasks

● Clarizen

● Project Google folder (to save all project collateral ~e.g. notes, recordings, sign-off emails, WSRs, etc.)

● Create initial project schedule & set up tool (Smartsheet/Asana/Google Sheets, etc.)

● Internal Slack channel

● Weekly internal delivery team meeting

• Conduct internal KT with Delivery team (validate scope & budgeted hours)

• Conduct Intro call with Customer PM (customer and project dependent)

• Schedule, prepare, conduct project Kick-off

• Set customer expectations (SOW review (including key assumptions), cancellation policy, escalation prossscess, change order process, on-hold process, WAR projects, WSR contents, etc.)

• Schedule & co-facilitate discovery session(s)

• Facilitate review of the project schedule with ZD Delivery and Customer teams

• Schedule & facilitate weekly project status meetings with Customer team

• Schedule & co-create Design Sessions agenda

• Distribute agenda to Delivery and Customer teams

• Ensure meeting notes are documented & distributed; work with ZD delivery team to determine who will own for each meeting

• Track action items & follow-ups in standard location shared internally & externally

o Maintain Clarizen weekly

o Submit & Approve time per policy

o Validate start & due dates

o Validate/complete milestones & tasks

• Update resource forecasts/Work hours (minimum 4 weeks out)

• Manage forecasted hours changes (concessions, FF uplift, Work hours reduction, etc.)

• Review invoice reports (monthly)

• Resolve customer invoice inquiries (as needed)

• Request & manage resource assignments

• Facilitate weekly internal ZD Delivery team meeting (can be done via Slack if sufficient)

• Review forecasted Work hours

• Escalate overallocation of resources to Delivery Managers*

• Review upcoming deliverables & timelines

• Prepare & send Weekly Status Report (include Customer, ZD Delivery, ZD Account teams)

• Review & confirm key project milestones (internally & externally)

• Update & publish project schedule weekly

o Coordinate dates with ZD Delivery team

• Attend and be an active participant in Functional and Technical Design Sessions

• Manage scope, tasks/action items, dependencies, issues, risks*, escalations*, Get to Green plan*

• Maintain clear customer expectations

• Schedule deliverable review meetings as needed (e.g. FDD, TDD, etc.)

• Schedule, plan, conduct SteerCo meetings (if applicable)*

• Manage changes to scope, budget, deliverables via Change Order process

• Distribute Testing Best Practices Overview

• Schedule & facilitate Testing Overview meeting

o Distribute updated Testing Workbook to Customer Project Team

• Promote Zendesk and look for expansion opportunities (increase scope, services, leverage all T&M budget, etc.)

• Ensure meeting notes are documented & distributed; work with ZD delivery team to determine who will own for each meeting

• Prepare & update Cutover Checklist

• Plan & facilitate Cutover Checklist review meeting (include relevant Customer and ZD Delivery team members)

• Validate go-live plan with Customer and ZD Delivery teams

• Schedule & facilitate go-live check-in meetings

• Ensure meeting notes are documented & distributed; work with ZD delivery team to determine who will own for each meeting

• Manage & reconcile outstanding issues

• Complete Project Closeout process including but not limited to:

o Closeout email (and meeting if appropriate)

o Clarizen

• Salesforce Success Object (including CSAT survey)

• Conduct Internal Handoff with Account (AE, CSM, TAM, PSE) and Delivery teams (via slack or meeting as appropriate)

• Discuss potential expansion opportunities

• Share lessons learned/participate in retrospective*

o Includes Delivery, Account, Pre-Sales teams

Thanks

Aatmesh

aatmesh.singh@ampstek.com