Technical Engagement Manager

About IPsoft

IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems. 

IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels. 

Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes. 

Gartner June 2012 Critical Capabilities Study 

Gartner ranks IPsoft #1 overall. Gartner comments: 
• “IPsoft is the clear leader in selling highly automated event and incident management services” 
• “Only IPsoft is rated higher than “good”. IPsoft...has executed extremely well in terms of creating differentiation from service automation” 
• IPsoft ranked #1 in 6 out of 7 categories. We did not win HR management probably because we try to replace people with technology.

SpecialtiesManaged Services, ITSM, Automation, Autonomic, IT Outsourcing

• Headquarters17 State Street 14th Floor New York, NY 10004 United States

• Websitehttp://www.ipsoft.com

• IndustryInformation Technology and Services

• TypePrivately Held

• Company Size1001-5000 employees

• Founded1998

Overview:

You will be responsible for leading the engagement of a Fortune 1000 account and the ongoing project management of the account, ensuring high levels of customer satisfaction through excellent service delivery. These activities include leading weekly status calls, technical support review meetings, quarterly executive presentations as well as day to day operational leadership and guidance. The Technical Engagement Manager will be responsible for ensuring that the account and engagements under their purview are receiving optimal support and customer satisfaction is maintained at industry leading levels. 

Responsibilities:

• Ensure absolute quality standards of technical & business service delivery
• Provide direct project/account oversight and management.
• Advocate client service requirements and “outside in” perspective.
• Through expert understanding of IPsoft service delivery, advocate IPsoft’s services and solutions to client account portfolio.
• Liaise between customer, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery.
• Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources
• Support direct management in other business and operational development initiatives, as required

• Bachelors degree in Computer Science, Information Management, or similar field (business-oriented technical degrees given special consideration and technical / business dual majors given most-favored status)
• Minimum of 5-8 years hands-on technical experience in one or more domains required
• Minimum of 2-3 years in a business-oriented role, such as technical project management or IT lead required
• Flawless oral and written communication skills a must
• Strong organizational skills required
• Exceptional work ethic: goals-driven, results-oriented individual for whom “good enough” is not acceptable.
• In-depth experience and knowledge of business-driven technology solutions required
• Passionate about their work, their company, and their career.
• Absolute accountability: points to nobody but themselves for their success and their failures.
• Experience in managed services strongly preferred
• Functional knowledge of the below domains, with expertise in at least two, required.
• Special consideration for generalist technology backgrounds.
• Data Networking
• Storage Management
• UNIX Systems Administration (Solaris, Linux, AIX, etc.)
• Windows Administration
• Messaging Platforms
• Database Administration / Architecture
• Application Programming
• Application Management
• Datacenter management
• IP Telephony
• Technology Management Standards, such as ITIL, ISO, eSCM
• Process methodologies highly desired (Six Sigma, Prince2, PMBOK)
• Network & System Security
• Technology Business Management Principles
• Formal project management training a plus
• Business-case, proposal, and technical writing skills desired

Benefits

• Competitive Base Salary

• Medical Insurance, Dental Insurance and Vision Care 

• Life Insurance

• Short Term and Long Term Disability Insurance 

• 401(k) Plan

• Flexible Spending Accounts: Health Care, Dependent Care, Transit

• Paid Time Off Bank