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Engagement Manager

Description

  • Create teams/solution suitable for client objectives
  • Manage the delivery of services through the PM
  • Create delivery structures and processes to ensure good practice and governance is applied during each stage of delivery
  • Establish client roles and implement clear lines of communication using appropriate tools and effective processes
  • Determine clients pipeline of work, clear requirements, work packages or tasks are provided
  • Track delivery through the ODC PM in respect to time, cost, quality and overall productivity
  • Regularly monitor ODC/ project delivery issues and risks
  • Act as a point of escalation for the client and ODC teams
  • Ensure client and project team commitments for dependencies are planned, coordinated and met
  • Document client meetings, capturing decisions and ensuring actions are completed in a timely fashion
  • Ensure the solutions are fit for purpose
  • Validate adherence to delivery processes
  • Review team performance, coach and mentor team members

Account / Account Management:

  • Proactively work with the Sales Account Manager
  • Report the operational delivery status, risks and issues
  • Understand the Clients view of the service they are receiving, and report / escalate any concerns before they become issues
  • Identify and progress sales opportunities within the account
  • Understand the business & culture of the client

Customer Service:

  • Ensure that NashTech provides a quality service to the client
  • Review progress on all work being undertaken
  • Adherence to delivery processes
  • Ensure both NashTech and the client meet their contractual deliverables
  • Ensure both NashTech and the client meet their project deliverables
  • Ensure all invoicing is timely, accurate and paid by the Client

Reporting:

  • Proactively report positives and negatives
  • Review / vet team’s reporting
  • Produce weekly / monthly reports as required
  • Employ appropriate and timely escalation

Communication:

  • Organise and manage checkpoint and review meetings
  • Attend client meetings
  • Attend internal meetings / reviews

Qualifications

Communication:

Good formal and informal communication

  • Able to vary approach so communication is relevant to various stakeholder groups
  • Write appropriate documentation / reports clearly and succinctly
  • Demonstrate diplomacy in client communications

Customer Service:

Appreciation of client’s business:

  • Understand the business & culture of the client
  • Understand the commercial impact decisions / activities may have

Appreciation of NashTech business

  • Strives to improve the profitability of Software Development
  • Ensure that NashTech provides a quality service to the client
  • Demonstrate a commitment to Quality
  • Actively identify & Address process improvements

Planning & Organisation:

  • Prioritise and manage own activities
  • Prioritise and manage project activities
  • Prioritise and manage client activities

Leadership / Teamwork:

Team Building

  • Build lasting working relationships within NashTech, SDC & Client
  • Respects, encourage, mentor and show consideration to all peers and colleagues
  • Provide constructive criticism as required
  • Engage with and positively influence the client
  • Build and motivate teams comprising of Client, NashTech and third-party resources

Evaluation & Analysing

  • The ability to critically assess information, situations and data making objective judgements
  • Discerns when to solve problems independently and when necessary to involve others, focusing on making the best possible business decision

Flexibility & Adaptability

  • Demonstrate adaptability and versatility to situations encountered
  • Receptive, adaptable and encouraging of change

Personal Attributes

  • Positive / “Can do” attitude
  • Self-motivated and pro-active
  • Time management and organisational skills
  • Able to take responsibility for developing solutions to situations
  • Willing to travel overseas

Professional / Technical Knowledge

  • Recognised project management qualification – Prince 2 Practitioner preferred
  • Takes initiative to keep skill-set (i.e. technology, process, industry knowledge) up to date including proficiency and experience
  • Understanding of Waterfall, RUP and Agile, ITIL methodologies
  • Strong software development background. Ability to understand and communicate technical and programming issues
  • Understand and promotes Harvey Hash Software development, especially in achieving the goals and objectives

Financial Management

  • An understanding of the principles of financial management; understands the economic factors that drive budgeting and funding
  • Ensures efficient and cost-effective development and utilization of management systems that meet the needs of the organisation
Location:
Ho Chi Minh
Competence:
EM
Type:
Permanent
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