Engagement Director - Microsoft Azure
At TTEC Digital , we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital seeks an Engagement Director-Microsoft Azure to join our growing organization. This is a 100% remote opportunity with limited travel requirements to Vancouver.
At TTEC Digital , everything we do, every day adds fuel to exceptional customer experience. We do this by utilizing our technology know-how to enable our clients to deliver an exceptional experience to their customers.
The Engagement Directo r is responsible for leading, guiding, and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing end-to-end successful delivery of multiple large programs, delivering financial metrics around the program portfolio, and managing client relationships and escalations. In addition, this position is responsible for assisting in cross-sell, up-sell, driving CSAT, SME knowledge & best practices across the entire Consulting & Delivery practice.
What You Will Be Doing:
Driving Business Success:
- Responsible for Engagement Management by focusing on client relationships, cross-sell and up-sell opportunities, thereby contributing to additional business within the portfolio.
- Demonstrates professionalism and leadership in representing TTEC Digital to customers and vendors.
- Acts as an Executive Sponsor on multiple projects and programs. Guides complex, strategic initiatives.
- Owns, plans, and leads Enterprise Projects & Programs across complex, large transformation engagements.
- Responsible for North America (NA) and Global Delivery Center (Nearshore / Offshore) collaboration and driving work cohesion. Responsible for driving and executing on tangible metrics around offshore contribution to business.
- Meets/exceeds billable expectation as determined by management (up to 25%)
- Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget.
- Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget
Client Relations:
- Oversees, leads, and guides end-to-end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, and timeline, thereby ensuring both Client and Project Success.
- Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks.
- Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.
- Drives Customer Satisfaction & Reference-ability by being a trusted advisor to customers and leading by example.
Leadership and Collaboration:
- Collaborates with the VP of Consulting & Delivery and VP of PMO to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives, and estimation refinement through continuous improvement
- Collaborates with Capability Directors and Managers, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans, and skills development.
- Collaborates with Sales and PSAs on SOWs, estimation reviews, and approvals, best practices in sales/delivery collaboration, and process improvements in sales/delivery collaboration.
- Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior.
- Provides thought leadership, SME knowledge, and consulting and delivery industry best practices.
P