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