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Job Information
Job title

IT Project Manager / Engagement Manager

Company Paragon Development Systems, Inc. (PDS)
Wage Not specified
Location United States, Wisconsin, Brookfield
Employment type Full Time
Education Bachelor
Year Experience 2 - 3 Years of Practical Experience
Travel None
Published on 11/1/2005
Description
The primary purpose of the Engagement Manager is to oversee the managed services relationships between PDS and selected clients and to assist the ES Service Operations team in developing and delivering IT support services to satisfy those relationships.
The Engagement Manager is the primary person assigned to the day-to-day operations of the PDS/client relationship as they relate to active engagements, and the first line for reviewing and handling any issues or disputes. This is a key role that must work in cooperation with the PDS Account Director to ensure that specific services are delivered according to the Contract Statement of Work and that service levels are defined and met. This role also includes acting as the primary interface between the various service delivery units within PDS. As this interface, the Engagement Manager ensures that PDS understands all client requests, and negotiates any new requirements if a request is out of scope.
Main responsibilities include understanding client business requirements for the various IT services provided by PDS, communicating those requirements to key individuals responsible for those services within PDS, and assuring customer satisfaction with the service. The Engagement Manager acts as a consultant to clients and a resource to the ES Service Operations Group in developing and retaining business.
Educational Requirements:
A minimum of a Bachelors Degree in Information Systems, Business Administration, Finance, or Marketing. Equivalent training and experience may be substituted.

Help Desk/IT Management experience; articulate, easy to talk with ("engaging"), strong verbal and written communication skills. A sense of humor is key.
Completion of a formal project management certification program (e.g., PMP or certification from accredited university), or equivalent demonstrable experience with medium to large-size enterprises.
Certification in Information Technology Infrastructure Library (ITIL) Foundations, or experience in IT service management best practices is also preferred.
Prerequisites:
Minimum of five years project management experience as an outside Consultant or Project Manager leading IT projects in mid to large-size organizations.
A strong blend of technical IT skills and general business understanding.
Demonstrated leadership skills with the ability to understand and be understood by all levels of technical, management, and executive staff.
Strong presentation and written communication skills.
Effective problem resolution and negotiation skills.
Effective time management and organizational skills with an attention to detail.
Good work ethic with the willingness to accept ownership and be accountable for achieving desired outcomes.
Must have a valid drivers license, the use of a dependable automobile, and the ability to travel between office locations and client sites.
Duties and Responsibilities:
Lead the process of transitioning new clients from their existing vendor(s) and current IT asset management processes to PDS and Good Life Cycle Practices (GLCP?). This includes but is not limited to the following:
Conduct and document client IT assessments as required to profile the existing environment and to arrive at recommended changes.
Develop a client transition plan with all of the necessary planning and implementation steps and milestones that are tied to a specific timeline required to move the client from their current state to successfully doing business with PDS.
Facilitate all service delivery and performance negotiations between PDS and the client required to arrive at the necessary signed outsourcing contract(s) with appropriately set Service Level Agreements (SLAs) in place.
Help define measurable SLA metrics between PDS and the client and lead the effort to develop the needed processes to track and report these metrics within specified time periods.
Manage and lead the transition project according to the plan and coordinate the efforts of the various PDS staff members with the client staff and resources needed to achieve a successful client transition.
Manage the ongoing client relationship with an identified group of clients as it pertains to PDS delivery of services and fulfillment of specific SLAs and contractual obligations.
Coordinate activities with the appropriate PDS staff to ensure all contractual deliverables are met and the clients are satisfied.
Insure that all client SLA metricsdf-tc

Experience/Skills
See above

Other desired skills:
IT Project Manager / Engagement Manager
This job has expired.