Engagement Director - Microsoft Azure

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.

Project Supervisory Responsibilities:

• This position will provide work direction, feedback, and drive accountability of all resources (PMs, PSAs, Seniors, Consultants, Associates, etc.) across multiple projects and programs.

What You Will Bring:

• Bachelor’s degree in computer science, business or related area preferred-equivalent experience considered.
• 10+ years of enterprise delivery experience, including experience of leading or managing large programs ($3M+, 12-15 months+ duration, 15+ team members), preferably with Microsoft tools.
• 5+ years of engagement management experience. Any past client-partner, sales portfolio, or account management experience is a bonus.
• 5+ years of experience in leading or working with offshore teams preferred
• Advanced proficiency and/or certification on Project Management and different Project Management styles like Agile, Scrum, Waterfall, Hybrid etc., is preferred
• Employee is required to travel to business and customer locations, locally and/or nationally, up to 30%.

Delivery Leadership: Focus on one or more of the following Microsoft Azure pillars

Proven delivery experience in managing delivery portfolios of $10M+ and experience in leading and managing multiple parallel large, complex data transformation programs. Global experience preferred.

Data & AI Focus

• 8+ years of software implementation with data transformation, data warehousing experience, preferably in a consulting/professional services environment.

Infrastructure / Platform Focus

• 8+ years of software implementation experience leading enterprise application modernization, cloud-native development, API/integration programs, and digital platform initiatives, preferably in a consulting/professional services environment.

Digital Innovation / Custom Solutions (Applications)

• 8+ years of infrastructure and cloud transformation delivery experience, including Azure migrations, landing zone implementations, hybrid networking, identity/security programs, and operational modernization, preferably in a consulting/professional services environment.