NS - Sydney
Permanent
18380
2015-08-03
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My client is currently seeking an Engagement Manager to establish, maintain and deliver on-site and remote management of a customer?s implementation from Pre-Sales through to customer handover and acceptance.
RESPONSIBILITIES:
The role is primarily responsible for managing the successful deployment of the solution, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.

  • Deliver Pre-Sales presentations around the deployment methodology.
  • Work with Sales to produce Statements of Work (SOW?s) based on customer requirements.
  • Project team leading with an understanding of project management methodologies and principles.
  • Plan and deliver project kick-off meetings.
  • Deliver ITIL based Gap Analysis workshops to assist customer derive product requirements.
  • Work with customer to produce a project plan.
  • Engagement management of multiple projects to an APJ customer base.
  • Be single point of contact / escalation point for customers.
  • Hold regular project review calls / meetings with customers
  • Project status reporting for stakeholders
  • Maintain project history on the internal server.
  • Work with Services Manager(s) to allocate appropriate resources either with direct resources or via partner.
  • Identify up sell opportunities and provide details to Sales / Account Managers.

EXPERIENCE REQUIRED:

  • Proven implementation leadership experience with ITSM and/ or SaaS solutions, a background in the ITIL business process, and working knowledge of IT operations
  • AGILE Scrum Master experience
  • Very strong communication skills with the ability to set appropriate expectations with the customer
  • Comfortable leading workshops including to the hierarchy of a large complex customers
  • ITSM and IT Infrastructure Library (ITIL) business processes
  • Preparation of business documentation e.g. Statements of Work
  • Project team leading with an understanding of project management methodologies and principles
  • Experience managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.)
  • Previous work experience with industry leading providers of help desk, IT service management, asset management, network and systems management or similar technologies a definite plus.
  • Global roll out experience, working with teams in multiple countries
  • Programme definition and management. Managing multiple projects and initiatives in very large customer accounts
  • Building Cross-function teams to work in major accounts

For further information on this role or to confidentially apply, please contact Matthew Fisher on 02 8227 9200 or email on mattf@ethoscorporation.com.au should you have any questions. Please apply directly via the Apply for this job button.




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