Sr. Engagement Manager - Rush Medical (Digital Workplace Services

Overview

Before applying for a
TGS role, internal employees must discuss their interest with their current manager.

** Onsite in Chicago, IL**

The Senior Engagement Manager is the senior delivery leader responsible for operational health, client experience, financial governance, service performance, escalation management, and leadership alignment for the customer.

This role partners with TEKsystems delivery leadership, Engagement Managers, Delivery Leads, service desk, field services, account leadership, practice partners, and customer stakeholders to ensure consistent delivery and measurable business value.

Core Responsibilities

Client Relationship and Governance

• Serve as senior operational point of contact for customer.
• Maintain governance cadence for weekly syncs, business reviews, operational reviews, and escalation checkpoints.
• Translate delivery performance, risks, and improvements into clear executive-ready updates.
• Align TEKsystems and customer on service expectations, scope, support models, priorities, and ownership.

Service Delivery Oversight

• Oversee service desk, field services, account provisioning, and related support functions.

• Monitor incidents, requests, tasks, interactions, backlog, aging tickets, SLA/OLA performance, and recurring issues.

• Drive ticket hygiene, reporting consistency, root cause follow-up, and action item accountability.

• Support service model changes, on-call expectations, after-hours processes, and stakeholder communications.

Leadership and Team Development

• Provide coaching and mentorship to Engagement Managers, Delivery Leads, team leads, and operational support leaders.

• Set expectations for ownership across performance reporting, issue resolution, client communication, and team accountability.

• Create consistency across delivery routines, escalation paths, documentation standards, and account ownership.

Escalation and Major Incident Support

• Lead or coordinate senior delivery involvement during escalations, service disruptions, major incidents, and urgent client-impacting events.

• Clarify escalation paths, communication expectations, and support roles during major incidents.

• Drive post-incident action tracking, lessons learned, documentation updates, and communication improvements.

Financial, Contract, and Risk Governance

• Support project financial health, pricing changes, PCRs, change orders, revenue impacts, gross profit awareness, and labor alignment.

• Partner with account leadership, finance, practice teams, and delivery leadership to ensure staffing andscopedecisions are financially sound.

• Identify operational, financial, legal, compliance, labor-sensitive, staffing, and client satisfaction risks early.

• Escalate sensitive data, compliance, reporting, or workforce topics through the appropriate internal channels.

Continuous Improvement

• Identify process gaps, recurring issues, automation opportunities, documentation needs, and service maturity improvements.

• Support knowledge management, self-service adoption, Service Now workflow improvement, ticket deflection, and field services optimization.

• Use data to recommend staffing changes, service-level refinements, workflow changes, and client communication improvements.

Required Qualifications

• 7+ years in IT services delivery, managed services, engagement management, program management, service desk operations, field services, or related delivery leadership.

• 3+ years leading customer-facing delivery teams in a managed services or outsourced services environment.

• Experience managing complex enterprise clients, preferably in healthcare, academic medical center, or regulated environments.

• Strong understanding of ITIL-aligned delivery, incident/request management, SLA/OLA concepts, escalation management, and continuous improvement.

• Experience with creating Service Now reporting, ticket hygiene, dashboards, backlog management, and performance trends.

• Experience managing resource plans, schedules, coverage models, delivery capacity, and staffing impacts.

• Working knowledge of financial governance, pricing discussions, budget tracking, forecasting, PCRs, change orders, or contract delivery management.

• Strong executive communication skills with the ability to translate operational details into business impact.

Core Competencies

• Strategic client leadership:
  Builds trusted stakeholder relationships and aligns delivery to client outcomes.

• Operational ownership:
  Maintains accountability for service performance, staffing visibility, escalations, reporting, and delivery execution.

• Financial acumen:
  Understands how staffing, scope, pricing,utilization, service levels, and contract changes impact delivery sustainability.

• Coaching and team development:
  Builds EM and Delivery Lead capability while creating consistent account ownership.

• Risk management:
  
  Identifies delivery, compliance, labor, client, and financial risks early and escalates appropriately.

• Continuous improvement:
  Uses service data and stakeholder feedback to improve processes, workflows, documentation, and…