Engagement Manager

7 months ago

Amman, Jordan iHorizons Full time
  • About the jobJob Summary

    The Engagement Manager is responsible for delivering several projects/programs. The role holder is expected to be adept at delivering complex projects, breaking down barriers for team members, and planning at a higher level along with getting into the detail to make things happen when needed.

    They are also responsible for defining project needs and feeding these into the program/portfolio process including appropriate resource allocation in cooperation with their delivery team (Project/Program Managers). The Engagement Manager ensures the effective and efficient management of all aspects of program/projects delivery and improve outcomes for clients and organization. Monitoring, managing and contributing to the delivery of all program/project components/sub-projects in order to meet objectives is another key responsibility.

    Job Objectives
  • Deliver multiple projects/programs at an engagement level meeting quality, time and cost objective
  • Maintain and enhance relationships with all levels of client side stakeholders
  • Support in increasing business and profitability from the engagement
  • Job Responsibilities

    Overall Engagement Management
  • Have a high level of engagement with a holistic view on the program/project industry (i.e Telecom, media ..etc.)
  • Recommend strategic changes to Executive management.
  • Coordinate and participate in monitoring, review and auditing processes related to programs/projects delivery.
  • Identify and elevate issues impacting on achievement of program/project delivery objectives and to continually improve services
  • Responsible for analyzing dashboard information and project information to ensure both client and internal expectations are met and where appropriate exceeded
  • Seek constructive outcomes in discussions, challenge assumptions but remain willing to compromise when it is beneficial to progress
  • Delivery Management
  • Deliver programs/projects/products using the appropriate agile/scrum project management methodology within the baseline effort and estimated budget, while adapting the DevOps approach in program/project execution
  • Effectively monitor, control and support program/project delivery by ensuring that systems, methodologies and procedures are well followed in cooperation and alignment with PMO.
  • Lead the collaborative, dynamic planning process - prioritizing the work that needs to be done against the capacity and capability of the team
  • Matrix-managing a multidisciplinary team.
  • Ensure all services/products within the program/project are built to an appropriate level of quality for the stage (alpha/beta/production).
  • Ensure service related documentation is accurate and kept up-to-date at all times.
  • To communicate risk and highlight pre project risk to the internal resource and Head of Service Delivery
  • Making Effective Decisions, by analyzing and evaluating pros & cons and identifying risks in order to make decisions that take account of the wider context, including diversity and sustainability.
  • Quality Management
  • Ensure that the delivered services are fit for purpose, carrying out several reviews as necessary.
  • Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures.
  • Review, challenge and adjust performance levels to ensure quality outcomes are delivered on time rewarding success.
  • Client Relationship
  • Build and maintain client relationships
  • Conduct client service review meetings covering performance, service improvements, quality and processes.
  • Implement and manage all parts of the client experience – entry, service, liaison, exit, transition within area of responsibility.
  • Exemplify positive customer service behaviors and promote a culture focused on ensuring customer needs are met.
  • To communicate and highlight all updates to client whilst program/project is running.
  • To continually engage clients, acting as iHorizons ambassador thus ensuring key relationships are nurtured and developed to their full potential.
  • Business Development
  • Maintain the current engagements and continuous customer relationship.
  • Contribute to cross and upselling to existing customers in cooperation with the sales and account management teams.

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