Senior Engagement Manager (Canada)TEKsystems, Inc.

Description

Le Gestionnaire principal de mandats ( Senior Engagement Manager) exerce un rle de leadership au sein de lorganisation de prestation de services. Il assure la russite de mandats clients complexes en alignant les objectifs daffaires, les engagements contractuels, la qualit de la prestation et les rsultats attendus.

Selon la porte du poste, la personne titulaire peut grer un client stratgique, un portefeuille restreint de mandats - notamment lchelle dune rgion - ou un programme de grande envergure comportant des exigences leves en matire de livrables, de niveaux de service (SLA), de technologies ou dexpertise daffaires.

Lorsque le rle comprend des responsabilits de gestion, la personne titulaire encadre et dveloppe une quipe de Gestionnaires de mandats. Elle gre les attentes des clients, assure la qualit des services et mesure la valeur ainsi que les bnfices daffaires gnrs pendant toute la dure du mandat.

Ce poste se distingue des rles de Gestionnaire de mandats I et II par la porte, la complexit, le niveau de risque et la visibilit des programmes confis. Il peut inclure des services entirement externaliss, des livrables complexes ou des programmes de trs grande envergure.

FONCTIONS ESSENTIELLES

Rflexion stratgique et stratgie de march - Orientation client

Le Gestionnaire principal de mandats place les besoins et les objectifs du client au cur de la prestation des services. ce titre, il est notamment responsable de :

Assumer la responsabilit des exigences du client et du mandat, et agir avec diligence afin dassurer la satisfaction du client et le respect des engagements contractuels.

Comprendre les besoins et les objectifs daffaires du client et expliquer clairement comment les solutions proposes y rpondent, en privilgiant la valeur et les rsultats daffaires.

Raliser priodiquement des valuations de la sant de la relation client, du mandat et de la solution, en fonction des indicateurs cibles associs aux chanes de valeur (Value Streams) dfinies au dbut du mandat.

tablir des relations durables avec les principales parties prenantes afin de favoriser la satisfaction, la fidlisation et la capacit du client agir comme rfrence.

Dfinir et mettre en uvre un plan de communication couvrant lavancement, les occasions, les risques, les enjeux et les dcisions ncessitant une escalade, au sein de TEKsystems comme auprs du client.

Contribuer llaboration et lexcution de la stratgie de compte avec les quipes de livraison, les quipes commerciales et les autres parties prenantes internes.

FONCTIONS ESSENTIELLES - SUITE

Innovation et amlioration continue

Le Gestionnaire principal de mandats contribue activement linnovation et la cration de valeur pour les clients et lorganisation. ce titre, il est notamment responsable de :

Faire preuve de crativit, de jugement et dune approche axe sur les solutions dans la rsolution des enjeux daffaires.

Dterminer de nouvelles approches permettant damliorer les services, les solutions et les rsultats offerts aux clients internes et externes.

Collaborer avec les quipes Pratiques, Solutions et Ventes afin de mettre en uvre des occasions dinnovation, damlioration et de croissance.

Identifier de faon proactive les risques associs aux activits qui scartent des objectifs daffaires tablis et en valuer les rpercussions oprationnelles, financires et commerciales.

Contribuer la conception, au dveloppement, la mise en uvre et lamlioration des offres de services, des mthodes de travail et des processus internes.

Collaborer avec les quipes de services partags afin doptimiser les processus de prestation, les mthodologies, les outils et les procdures administratives.

Identifier les possibilits damlioration permettant daccrotre la qualit, lefficacit, la prvisibilit et la valeur de la prestation des services.

Promouvoir ladoption uniforme des pratiques exemplaires et tirer parti des apprentissages issus des mandats.

Leadership - Prsence, vision stratgique et jugement

Le Gestionnaire principal de mandats exerce un leadership mobilisateur et contribue crer les conditions favorables la russite des quipes et des mandats. ce titre, il est notamment responsable de :

Inspirer et mobiliser les quipes autour dune vision claire, dobjectifs communs et des rsultats attendus.

Incarner les valeurs de lentreprise et dmontrer les comportements attendus dun leader dans ses interactions et ses dcisions.

Clarifier les priorits, les rles et les responsabilits afin de favoriser lalignement, la responsabilisation et la collaboration.

Maintenir une comprhension approfondie des besoins actuels et futurs du client, au-del des livrables du mandat.

Mettre profit sa connaissance de lindustrie, du march et des environnements organisationnels afin danticiper les tendances, les risques et les occasions.

Traduire les orientations stratgiques en objectifs oprationnels clairs, mesurables et ralisables.

Collaborer avec lquipe de compte afin dassurer la visibilit sur les cots, la planification, la gouvernance, les risques, les dpendances et la performance globale.

Exercer un jugement clair dans la rsolution des enjeux complexes et faciliter les dcisions qui protgent les rsultats attendus et la valeur gnre.

Agilit organisationnelle

Le Gestionnaire principal de mandats volue efficacement dans des environnements complexes et en constante volution. ce titre, il est notamment responsable de :

Adapter lapproche et les priorits de prestation lvolution des besoins du client, des conditions daffaires et des exigences du mandat.

Favoriser une collaboration efficace entre les quipes, les fonctions et les parties prenantes, y compris les quipes de Livraison, Pratiques, Solutions, Ventes et services partags.

Mobiliser les ressources et les expertises appropries afin de soutenir la prise de dcision, la rsolution des enjeux et latteinte des rsultats.

Ax sur les rsultats

Le Gestionnaire principal de mandats est responsable de latteinte des rsultats attendus et de la cration de valeur mesurable pour le client. ce titre, il est notamment responsable de :

Comprendre et soutenir lapproche et la conception de la solution propose afin dassurer lalignement avec les objectifs daffaires, de grer les attentes et de rsoudre les enjeux de faon proactive.

Diriger, coordonner et mobiliser les quipes et les parties prenantes de TEKsystems, y compris celles des centres de prestation au Canada, proximit (nearshore) ou ltranger (offshore).

Assumer, au besoin, certaines responsabilits du Gestionnaire mondial de la livraison (Global Delivery Manager) afin dassurer la continuit du leadership et de la gouvernance.

AX SUR LES RSULTATS - SUITE

valuer rgulirement la satisfaction du client laide de mcanismes formels et informels, puis mettre en uvre les mesures correctives ou prventives requises.

Maintenir une vue densemble des autres mandats de TEKsystems afin de reprer, partager et appliquer les pratiques exemplaires pertinentes.

Dfinir, maintenir et suivre des indicateurs de performance mesurables aligns sur les objectifs daffaires du client et les rsultats attendus.

Remettre en question les approches de faon constructive et intervenir rapidement lorsque des carts de performance risquent de nuire la prestation des services.

Sappuyer sur le cadre de valeur de TEKsystems pour accrotre la valeur offerte au client; veiller ce que les rsultats et les bnfices soient mesurs, quantifis et, lorsque pertinent, montiss afin de soutenir les renouvellements et les prolongations de mandats.

Faire preuve de leadership situationnel en adaptant son approche la nature du mandat, aux besoins des quipes, la culture du client et aux objectifs atteindre.

Dmontrer une solide conscience de soi et intgrer les apprentissages tirs de ses expriences sa pratique de leadership.

DVELOPPEMENT DES RELATIONS ET GESTION DES TALENTS

Collaboration et mobilisation

Le Gestionnaire principal de mandats tablit des relations de confiance et favorise une collaboration efficace entre les quipes, les fonctions et les parties prenantes. ce titre, il est notamment responsable de :

tablir et maintenir des relations de travail solides, formelles et informelles, avec les principales parties prenantes internes et externes.

Favoriser la collaboration au-del des frontires organisationnelles, fonctionnelles et gographiques.

Mobiliser les parties prenantes autour dobjectifs communs et favoriser leur adhsion aux priorits, aux dcisions et aux orientations du mandat.

valuation et dveloppement des talents

Le Gestionnaire principal de mandats contribue activement au dveloppement des comptences et la progression professionnelle des membres de lquipe. ce titre, il est notamment responsable de :

Encadrer, accompagner et dvelopper les membres des quipes de projet ainsi que les Gestionnaires de mandats moins expriments.

Fournir du coaching, du mentorat et une rtroaction continue afin de soutenir le dveloppement des comptences, lautonomie et la performance.

Effectuer, lorsque requis, les valuations annuelles de rendement et tablir des objectifs de dveloppement clairs et mesurables.

Crer des occasions permettant aux membres de lquipe dlargir leurs comptences et daccrotre progressivement leur niveau de responsabilit.

Leadership inclusif

Le Gestionnaire principal de mandats favorise un environnement de travail inclusif, mobilisateur et ax sur la performance. ce titre, il est notamment responsable de :

Contribuer au recrutement, au dveloppement, la mobilisation et la fidlisation dune main-duvre diversifie et hautement performante.

Crer un environnement inclusif dans lequel chaque personne peut contribuer pleinement, dvelopper son potentiel et participer latteinte des objectifs.

Favoriser une culture fonde sur le respect, la confiance, la collaboration, la responsabilisation et la reconnaissance.

Soutenir le dveloppement dun bassin de talents et de futurs leaders afin de renforcer les capacits de prestation et la continuit du leadership.

PRISE DE DCISION

Le Gestionnaire principal de mandats exerce un niveau lev dautonomie et de jugement dans la gestion de mandats complexes et stratgiques. Il doit notamment :

Grer de faon autonome des mandats complexes, stratgiques et forte visibilit, tout en assurant latteinte des objectifs daffaires, oprationnels et contractuels.

Prendre les dcisions oprationnelles ncessaires en matire de prestation, de satisfaction client, de gestion des risques, de gouvernance et de performance des quipes.

valuer les risques, les rpercussions et les compromis associs aux dcisions afin de protger les intrts du client et de TEKsystems.

Rsoudre de faon proactive les enjeux relevant de son champ de responsabilit et mobiliser les parties prenantes appropries lorsque des dcisions interfonctionnelles sont requises.

Escalader rapidement les enjeux critiques ayant une incidence financire, contractuelle, stratgique, oprationnelle ou organisationnelle significative, et formuler des recommandations claires fondes sur les faits.

QUALIFICATIONS

Formation

Niveau Dtails Requis Prfr

Baccalaurat Informatique, technologies de linformation, systmes dinformation ou domaine connexe X

Comptences et aptitudes

Excellente conscience situationnelle, jugement clair et forte orientation client.

Vigilance constante lgard des attentes, des objectifs et de la satisfaction du client, avec une capacit dceler, communiquer et traiter rapidement les risques et les enjeux.

Excellentes aptitudes en communication crite et orale en anglais, avec la capacit dadapter les communications diffrents niveaux de lorganisation.

Solides comptences en analyse, rsolution de problmes, gestion des priorits, gestion du temps et organisation.

Exprience significative de communication, de prsentation et dinfluence auprs de cadres suprieurs, de dirigeants et de parties prenantes stratgiques.

Excellentes comptences en leadership, gestion du personnel, mobilisation des quipes, coaching et dveloppement des talents.

Engagement soutenu envers le dveloppement personnel et professionnel, lamlioration continue et lapprentissage.

Capacit reconnatre ses forces et ses possibilits damlioration, tablir un plan de dveloppement et mettre en uvre les actions requises.

Maintien jour des formations, certifications, connaissances et apprentissages requis pour le rle et le domaine dexpertise.

Capacit demeurer lafft de lvolution des pratiques de prestation, des technologies, des tendances du march et des besoins des clients.

EXIGENCES PHYSIQUES ET MESURES DADAPTATION

Les exigences physiques associes ce poste sont reprsentatives de celles ncessaires lexercice de ses fonctions essentielles. Des mesures dadaptation raisonnables peuvent tre mises en place, conformment aux lois et aux politiques applicables, afin de permettre aux personnes en situation de handicap ou ayant des besoins lis un motif protg dexercer les fonctions essentielles du poste.

EXIGENCES DE DPLACEMENT

Jusqu 50 % de dplacements professionnels peuvent tre requis dans le cadre de ce poste.

AVIS RELATIF LA DESCRIPTION DE POSTE

La prsente description de poste dcrit la nature gnrale et le niveau de travail attendus. Elle ne constitue pas une liste exhaustive. Les responsabilits et exigences peuvent tre modifies, ajoutes ou retires par lemployeur, sous rserve des lois, politiques et ententes applicables. La description de poste ne modifie pas les conditions demploi ni les droits et obligations dcoulant des lois et ententes applicables au Canada et au Qubec.

The Senior Engagement Manager position is a delivery leadership position in the organization in which the individual may be responsible for managing one customer or a small book of business (i.e. geography based). Alternatively, the Senior Engagement Manager may be responsible for these same duties for a very complex, large scale program or engagement with high demands around deliverables, SLAs, or technology/practice acumen. When management duties are involved, responsible for the guidance and mentorship of a team of Engagement Managers based in a region or practice area. The Senior Engagement Manager provides ownership of customer expectations, delivery assurance of application services, and all-around outcomes for clients. The Senior Engagement Manager role is responsible for quantifying the business benefits of project outcomes throughout the engagement. The position of Senior Engagement Manager is distinguished from the Engagement Manager I and II positions by the nature of the engagements or programs involved. As a more advanced Engagement Manager position, a Senior Engagement Manager is expected to have the experience and background to perform all the duties described below for engagements of all service types including all those expected of a Engagement Manager II along with complex deliverable-based, fully outsourced, or extremely large-scale engagements or programs. This position requires a more demanding set of skills, educational background and demonstrated experience as related to the technical practice area. This role may require up to 50% travel

ESSENTIAL FUNCTIONS Strategic Thinker & Market Strategist Customer-First Mindset: o Urgently and actively accountable for project and customer requirements to ensure customer satisfaction and contract compliance. o Succinctly understands and explains how application solution addresses customer needs and discusses benefits in terms of business value versus technology features o Establish and perform periodic customer, project, and solution health checks with client project teams baselined against the target metrics associated with the Value Streams defined at the onset of the engagement. o Ensure customer reference-ability and, support and enhance on-going relationships. o Define and implement a Communication Plan that meets project and customer expectations, and then urgently ensure a rhythm of continuous communication and escalation inside of TEK and with the client relative to project status, opportunities, and imminent risks. o Participate in the development and execution of an Account Strategy in collaboration with internal stakeholders. Innovative: Thinks out of the box, works to solution and solve business problems. Drives growth by relentlessly searching for new and improved ways of serving our internal and external customers. Collaborates heavily with Practice, Solutions, and Sales Teams towards this end. o Ability to highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation.

ESSENTIAL FUNCTIONS o Collect and provide input into the design, development, implementation and improvement of service offerings and internal processes. o Work with shared services groups to improve and implement changes to project delivery processes, methodology, and back office procedures. Leadership Presence: Inspires and motivates a sense of direction and purpose. Energizes team members to strive towards a compelling vision of the future by embracing and embodying company values in all aspects of their work. Offers clarity around project goals and objectives to enable effective collaboration towards a shared purpose. Strategic Perspective & Judgement: Maintains a clear view of the customers current and future business needs above and beyond the engagement deliverables. Uses deep industry and cultural knowledge to anticipate trends and opportunities; takes a long-term view of the business, as well as taking the broad strategy and translating it into meaningful goals and objectives. o Collaboration with account team to ensure costs, planning, governance and risks are visible and issues are resolved. Organizational Agility Drives for Results: o Understand and support the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and proactively resolve business issues in a timely manner and then work vigorously to ensure the path towards fulfillment of customer expectations is always dignified. o Lead, manage, and collaborate with TEKsystems internal employees and stakeholders located in near shore, offshore, or domestic delivery centers and the practices to ensure engagement success; may serve as a back up for Global Delivery Manager on an account. o Collaboration with account team to ensure costs, planning, governance and risks are visible and issues are resolved o Conduct informal and formal customer satisfaction surveys. o Maintain a big picture awareness of other TEKsystems projects and potential best practices that may be applied or shared. o Urgently and actively develop, maintain, and track quantifiable metrics that support business and project goals. o Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery. o Establish an environment of continuous improvement and leverage the TEKsystems value framework to engage the customer in a way that brings additional value to the customer and secures renewals and extensions, based on defined and agreed upon metrics that should be tracked on an iterative, quantified, and monetized schedule o Situational Leadership: Adjusts behavior to best fit the style of others and the style that is needed based upon the situation, the customer culture, and project goals. o Self-Awareness & Development: Recognizes own strengths and weaknesses. Admits mistakes; proactively seeks feedback Extracts learning from failure. Building Relationships / Trust & Assessing Talent Collaborates / Creates Buy-in: Builds both informal & formal relationships across organization boundaries. Assessing Talent & Push: o Mentor, manage and develop project team members and junior engagement leaders. o Conduct annual reviews and provide feedback throughout the year on employee performance where required. Leading Inclusively: o Recruits, develops and retains a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results. o Responsible for effective personnel management, development and mentorship of Engagement Leader team.

This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Company and the employee occupying the position. ESSENTIAL FUNCTIONS o Collect and provide input into the design, development, implementation and improvement of service offerings and internal processes. o Work with shared services groups to improve and implement changes to project delivery processes, methodology, and back office procedures. Leadership Presence: Inspires and motivates a sense of direction and purpose. Energizes team members to strive towards a compelling vision of the future by embracing and embodying company values in all aspects of their work. Offers clarity around project goals and objectives to enable effective collaboration towards a shared purpose. Strategic Perspective & Judgement: Maintains a clear view of the customers current and future business needs above and beyond the engagement deliverables. Uses deep industry and cultural knowledge to anticipate trends and opportunities; takes a long-term view of the business, as well as taking the broad strategy and translating it into meaningful goals and objectives. o Collaboration with account team to ensure costs, planning, governance and risks are visible and issues are resolved. Organizational Agility Drives for Results: o Understand and support the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and proactively resolve business issues in a timely manner and then work vigorously to ensure the path towards fulfillment of customer expectations is always dignified. o Lead, manage, and collaborate with TEKsystems internal employees and stakeholders located in near shore, offshore, or domestic delivery centers and the practices to ensure engagement success; may serve as a back up for Global Delivery Manager on an account. o Collaboration with account team to ensure costs, planning, governance and risks are visible and issues are resolved o Conduct informal and formal customer satisfaction surveys. o Maintain a big picture awareness of other TEKsystems projects and potential best practices that may be applied or shared. o Urgently and actively develop, maintain, and track quantifiable metrics that support business and project goals. o Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery. o Establish an environment of continuous improvement and leverage the TEKsystems value framework to engage the customer in a way that brings additional value to the customer and secures renewals and extensions, based on defined and agreed upon metrics that should be tracked on an iterative, quantified, and monetized schedule o Situational Leadership: Adjusts behavior to best fit the style of others and the style that is needed based upon the situation, the customer culture, and project goals. o Self-Awareness & Development: Recognizes own strengths and weaknesses. Admits mistakes; proactively seeks feedback from others. Extracts learning from failure. Building Relationships / Trust & Assessing Talent Collaborates / Creates Buy-in: Builds both informal & formal relationships across organization boundaries. Assessing Talent & Push: o Mentor, manage and develop project team members and junior engagement leaders. o Conduct annual reviews and provide feedback throughout the year on employee performance where required. Leading Inclusively: o Recruits, develops and retains a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results. o Responsible for effective personnel management, development and mentorship of Engagement Leader team. Decision Making Which Essential Function is the most complicated to perform? What kinds of decisions can the employee make independently? What kind of decisions are escalated to the supervisor/manager for resolution? QUALIFICATIONS 3 This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Company and the employee occupying the position. Education Education Level Details Req Pref Bachelor's Degree Bachelors Degree in CS/IT/IS (or related field) X Skills and Abilities Possesses incredible degrees of situational awareness with a Customer First Mindset. Operates with a sense healthy paranoia by continually ensuring the Customer expectations and goals are urgently dignified and that any potential barriers or risks to success are immediately escalated and addressed Excellent oral and written communication skills (English language), analysis and problem-solving skills as well as excellent time management and organizational skills. Demonstrated experience communicating and presenting at Senior executive/director levels Superior people and personnel management skills. Self-Development: Take an active and passionate role in their own personal and professional development. Understand areas for growth and learning, creates a plan to improve, and aggressively pursue that plan. Remains up to date on required readings and training

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel Requirements 50% This role may re

Job Type & Location

This is a Permanent position based out of Hanover, Maryland 21076.

Pay and Benefits

The pay range for this position is $111200.00 - $166800.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Medical, dental & vision Life Insurance, AD&D Short and long-term disability RRSP plan and company matching Employee Discounts Employee Assistance Program Time Off/Leave (PTO or Sick Leave)

Job Type & Location

This is a Permanent position based out of Hanover, Maryland 21076.

Application Deadline

This position is anticipated to close on Oct 30, 2026.

Workplace Type

This is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.