Job Category: Services & Consulting
Location: Guaynabo, PR
Job ID: 848835-121603
The Engagement Manager (EM) is responsible for engagement delivery quality and customer satisfaction by structuring and managing deals through completion. The Engagement Manager role owns the problem statement from the perspective of the customer. This role has the responsibility of assembling the consulting delivery team and ensuring the team both structures and executes on the problem solving methodology correctly and to the agreed budget. The EM:
Responsible and accountable on an executive level for the coordinated management of multiple related projects (a program) or a group of programs or projects directed towards strategic business and other organizational objectives.
Define and initiate individual projects, assigning PjM’s to them to manage time, cost and quality and achievement of customer satisfaction.
Where possible, aim to develop contingency plans to provide an alternative method of keeping the program on track in the event of a delay to one of the projects.
Throughout the project, ensure that Project team consistently evaluates Intellectual Property (IP)/IPKits™ for reuse, evolve and upload Intellectual Property (IP) as developed in your project
Identify potential opportunities for upsell within the account, and working with the Services Executive (SE), articulate how additional solutions and / or services can deliver further benefits.
Track progress of the project portfolio against the Master Project Plan, particularly the Master Project Schedule, the Team Reference Guide plan and the Communications Plan in order to identify gain or slippage achieved against timescales, and ensure that these are communicated to the client and internally within MCS.
Assure that PjMs conduct the project according to the principles of Microsoft Services Delivery Methodology (SDM).
Maintain the risk and issue logs of the project portfolio and ensure that all stakeholders are aware of highest risks and issues.
Document requests for changes to scope on Change Requests and drive these through the Change Management process.
Track that invoicing has been correctly carried out according to the schedule in the Contract, and payments have been received from customer.
Prepare and present Project Board reporting packs (progress against plan, deliverables available for review, top risks and issues, budget status (where relevant)).
Conduct closedown activities at end of project as required by SDM.
The EM is responsible for managing the PjM’s of individual projects, and for ensuring that these contribute to the successful achievement of the program’s objectives.
Establishes the processes to support the engagement, including setting up charge codes, defining the project calendar, and defining deliverable acceptance and reporting procedures. Project initiation also includes validating scope, conducting project kickoff and holding Conditions of Satisfaction (COS) discussions with stakeholders.
Tracks the performance of the engagement, the quality of project deliverables and reports on the effectiveness of the engagement against the baseline plan.
Builds his/her time into engagements as appropriate to allow for mitigation of engagement risk and to achieve the required level of billable utilization set by the business
Reviews and approves consultant and partner billable hours and expenses each week, and reviews and approves client invoices before they are sent.
Defines in advance the acceptance criteria for each project deliverable, works with the team to establish delivery dates for each deliverable, and oversees the review of client deliverables to ensure they meet all client acceptance criteria, securing sign-off on each deliverable as defined in the SOW.
Drives project governance including activities concerning issue escalation within the client organization and internal to Microsoft, change management processes, and addressing concerns raised in quality reviews with Microsoft stakeholders, partners, client stakeholders and respective steering committees.
5-8 years of related experience
Management by Influence, strong Team Leadership and orchestration.
1) At least 5 years (8000 hours) of documented project management experience;
2) Have worked on projects with a total billed hours of 2500 hrs Fixed Price or 7,500 Time and Materials (approximately USD $500,000 and $1,000,000 respectively); and Have worked with teams of 10 - 30 people (may include customer / partner resources).
Bachelor’s Degree required, Master’s degree preferred.
Field of Study: Business Administration, Engineering, Information Technology or Information Systems Management, Computer Science.
Professional Training and Certification:
Project Management Professional (PMP) certification or equivalent
Knowledge, Skills, and Abilities:
Customer Value Realization
Planning, Organizing, and Executing
Analytical Problem Solving
Communication skills, both written and oral
Passion for Microsoft solutions
Project Management skills
Stakeholder Management skills
Leadership & ability to delegate tasks
Impact and Influence
Product & Technology Expertise
Good in English both verbally and in writing
This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group.
Microsoft is an equal opportunity employer and does not discriminate against individuals on the basis of race, gender, age, national origin, religion, marital status, veteran status, sexual orientation or protected veterans and people with disability.
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