The MCC Engagement Manager (EM) covering the East and Southern Africa (ESA) customers is responsible for engagement delivery quality and customer satisfaction by structuring and managing deals through completion. The Engagement Manager role owns the problem statement from the perspective of the customer. This role has the responsibility of assembling the consulting delivery team and ensuring the team both structures and executes on the problem solving methodology correctly and to the agreed budget. The EM:
Manages engagement risk and delivery quality.
Establishes the processes to support the engagement, including setting up charge codes, defining the project calendar, and defining deliverable acceptance and reporting procedures. Project initiation also includes validating scope, conducting project kickoff and holding Conditions of Satisfaction (COS) discussions with stakeholders.
Tracks the performance of the engagement, the quality of project deliverables and reports on the effectiveness of the engagement against the baseline plan.
Builds his/her time into engagements as appropriate to allow for mitigation of engagement risk and to achieve the required level of billable utilization set by the business
Reviews and approves consultant and partner billable hours and expenses each week, and reviews and approves client invoices before they are sent.
Defines in advance the acceptance criteria for each project deliverable, works with the team to establish delivery dates for each deliverable, and oversees the review of client deliverables to ensure they meet all client acceptance criteria, securing sign-off on each deliverable as defined in the SOW.
Drives project governance including activities concerning issue escalation within the client organization and internal to Microsoft, change management processes, and addressing concerns raised in quality reviews with Microsoft stakeholders, partners, client stakeholders and respective steering committees.
As this roles requires covering customer in ESA, the person is required to be based in a country that is part of ESA.
Experience: 5 - 8 years of related experience
Education: Bachelor’s Degree (B.S./B.A.)
Field of Study (if applicable): Engineering, Information Technology or Information Systems Management, Computer Science.
Professional Traing and Certification: IT Implementation (e.g. CMM and CMMI), IT Service delivery and Support (e.g. ITIL Foundation), Project Management fundamentals (e.g. PMI or equivalent) and Industry-specific certifications (as and if applicable)
Knowledge, Skills and Abilities:
Analytical Problem Solving
Impact and Influence
Product & Technology Expertise