Engagement Manager; L1​/L2 Austin​/Dallas

Role Level: Level 2

Primary Role: IT Engagement Lead — Autonomous Delivery

The Level 2 IT Engagement Manager leads IT teams delivering projects or services where the client provides some strategic direction, while the delivery organization assumes primary responsibility for tactical planning, prioritization, coordination, and day-to-day execution.

The Level 2 Engagement Manager is accountable for translating client objectives into an effective delivery strategy and operating model. The client establishes important business priorities and outcomes, but the Engagement Manager and delivery team have substantial autonomy over how those outcomes are achieved.

The Level 2 role represents a significant transition from client-directed execution to provider-led delivery.

The Level 2 Engagement Manager is also focused on proactively serving as an objective advisor for the client to support additional opportunities to expand scope of current engagements as well as identifying opportunities for additional project/service engagements.

• Serve as the primary day-to-day delivery contact and a senior operational advisor to assigned client stakeholders.
• Establish and maintain productive relationships with client counterparts, senior management, and other key stakeholders.
• Translate client priorities, requirements, and strategic objectives into actionable team objectives and executable delivery plans.
• Establish governance structures, operating rhythms, status meetings, planning sessions, issue reviews, and communication models appropriate to the engagement.
• Ensure client expectations, priorities, decisions, and changes are clearly communicated to the delivery team.
• Proactively identify client needs, risks, opportunities, and dependencies; manage expectations and negotiate priorities when necessary.
• Facilitate executive and senior-management communications as appropriate.
• Escalate material risks, issues, dependencies, and decisions to the appropriate client and internal stakeholders.
• Build relationships that support client satisfaction, retention, and expansion.

• Lead one or more IT teams and multiple work streams supporting assigned projects or services.
• Own the tactical delivery strategy and establish delivery plans, milestones, operating processes, team structures, and measures of performance.
• Coordinate team activities against client objectives while determining the appropriate sequencing and prioritization of work.
• Monitor progress, dependencies, deliverables, commitments, and outcomes; take corrective action when performance deviates from expectations.
• Provide direction across technical and functional work streams and resolve cross-team dependencies, conflicts, and day-to-day delivery obstacles.
• Make routine tactical delivery decisions without requiring client approval.
• Ensure work, decisions, delivery status, and supporting documentation are complete, accurate, and communicated.

• Lead multidisciplinary IT teams and/or multiple work streams, establishing clear accountability, roles, responsibilities, and performance expectations.
• Facilitate effective collaboration across technical and functional resources.
• Identify and address resource constraints, escalating them to client and internal leadership when necessary.
• Coach team leads and senior technical personnel, support team-member development, and strengthen delivery capabilities.
• Create an environment of accountability, transparency, and continuous improvement.
• Address performance or delivery issues proactively.

• Own engagement financial performance and monitor revenue, cost, utilization, margin, scope, hours, forecasts, and resource requirements.
• Monitor contractual and operational commitments and maintain accurate engagement reporting and documentation.
• Identify work outside agreed parameters, commercial risks, and expansion opportunities before they materially affect the engagement.
• Lead or support scope management and change-control processes, including statements of work, estimates, change orders, and renewals.
• Identify opportunities to expand services based on demonstrated client needs.
• Balance client outcomes, contractual commitments, and delivery economics.

• Own delivery risk management and maintain visibility into emerging risks, issues, and dependencies.
• Establish and maintain appropriate risk and…