Senior Engagement Manager

Job description

The Rackspace Senior Engagement Manager will manage several individual but related projects to the required standard of quality within the specified constraints of time and cost for the customer. The projects are typically medium to large, with medium complexity, and have high risk exposure. Ensures the coherence of the Program and develops and maintains the appropriate environment to support each individual project within it. Responsible for the program producing a result which is capable of achieving the benefits defined in the Statement of Work. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Work location: This role can be worked remotely in Canada in the provinces of Ontario, British Columbia, and Alberta only.

Key Responsibilities:

• Develop project plans, define timeframes, prioritize tasks and monitor progress to achieve objectives.
• Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment.
• Work with customers by utilizing your project management skills to put together on-boarding schedules and tasks.
• Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.
• Create monthly and quarterly business reports to customers that demonstrate the ongoing value that our services provide.
• Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements.
• Lead the root cause analysis effort with the delivery team, when issues within a customer engagement arise.
• Coordinate different stakeholder perspectives to develop solutions; thinks holistically to increase efficiency across organizational boundaries.
• Make accurate judgments regarding time required to complete work; proactively manage team to ensure deadlines are successfully met; balances priorities simultaneously and seeks guidance when necessary.
• Conducts presentations in executive settings to convey project management, risk and technical information to stakeholders with varying comprehension levels.
• Use prescribed guidelines or processes in analyzing situations.
• Profile customer stakeholders to gain awareness of differing perspectives.
• Anticipate and take action to accomplish objectives; finds alternatives; accepts ownership for individual and team performance.
• Manage multiple tasks with constrained resources, determining relative urgency to make difficult trade-offs; maintains focus despite competing priorities and frequent context shifting.
• Identify methods for collecting data, performs data analyses and articulates findings.
• Develop simple models to understand the potential impacts of decisions under various scenarios.

Qualifications:

• Bachelor’s Degree in field related to role required. At the Manager’s discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
• Minimum of 8 years of experience in the field of role required.
• At least one of the following certifications is required: Project Management Professional, Certified Scrum Master, SAFe.
• Solid understanding of SDLC and when to apply agile vs. traditional methodologies to achieve the best outcome.
• Knowledge in filtering and providing data and reports to customers, utilizing PowerPoint and Excel.

Additional Requirements:

• Customer-facing consulting experience
• Familiarity with cloud technologies, software development, networking infrastructure, data, and/or security.
• At least one cloud platform foundational certification is preferred: AWS, Azure, or GCP.
• Technical background (software development/engineering, database/system design, IaaS)
• Self-starter with results-oriented, proactive management approach
• Ability to learn on the job quickly and desire to develop expertise in AWS, GCP, and/or Azure
• Ability to work in a fast-paced consulting environment and collaborate effectively as a team member

Physical Demands

• General office environment: no special physical demands required.
• May require long periods of sitting and viewing a computer monitor.
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for ²⁴⁄₇ operations.

Travel

• Occasional domestic/international travel less than 10%

Work location: This role can be worked remotely in Canada in the provinces of Ontario, British Columbia, and Alberta only.

#LI-AW1, #LI-Remote

“Remote postings are limited to candidates residing within the country specified in the posting location”

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.