Senior Engagement Manager – Client and Workplace Experience

Job Description

Position summary

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte’s Information Technology Services (ITS). We are insatiably curious and life-long learners focused on technology and innovation.

Senior Engagement Manager

Location : Hermitage, TN

Work you’ll do

Deloitte leads with purpose, solving complex issues for our clients and communities. Across disciplines and borders, the Global Contact Center (“GCC”) is implementing innovative global platforms and systems which enable efficient support processes for our practitioners and create transformational experiences. The GCC shares a passion for ingiting change with our organization and promotes a strong service orientation for our people and our businesses.

Primary Duties:

• General Responsibilities
• Guides the strategic direction, operations, and maintenance for products/applications in the GCC portfolio.
• Leads and oversees all software implementation projects for vendor provided or custom products/solutions.
• Manages all design, development and QA aspects of the Agile SDLC for multiple projects.
• Directs, evaluates and monitors the progress of product and facilitates discussions with various departments around business objectives, functionality, architecture, and product development.
• Researches new and emerging market trends to evaluate the direction and longevity of product in the market.
• Monitors compliance to standardized procedures and best practices;
• Identifies need for new policies and processes and presents to appropriate COEs for execution.
• Performs both professional and management duties over work staff. May serve internal or external clients
• Oversee product roadmap, planning, delivery, release management, and deployment to ensure technology standards and business needs are met.
• Product Responsibilities
• Guides the strategic direction, operations, and maintenance for assigned products or applications. Leads and oversees all implementation projects for a product portfolio.
• Works with the Product Innovation Leads to ensure that product roadmaps are developed and executed in line with the established strategy.
• Monitors and prepares development product work plans, budget, and schedules with both internal and vendor resources.
• May directly manage the budget and project timeline. Also, may engage leadership in the budgeting and planning process and provide leadership with status updates and potential issues.
• Oversees and conducts research on competitive products both internally and externally; Understands business and industry direction to determine and provide advice on product future.
• Seek ways to reduce application related costs and increase efficiencies of applications in production.
• Integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for all channel-related products.
• Ensure that all products support the appropriate business processes and have the appropriate support and maintenance processes in place.
• Project Responsibilities
• Lead the design, development and delivery aspects of a product(s). Partners with business and technical leaders to deliver, maintain, support enterprise wide business solutions.
• Lead all implementation aspects of SDLC for Deloitte Application Studios projects in partnership with PMO
• Ensure all projects are executed in accordance with channel strategy, and adhere to product and channel vision and product innovation roadmaps.
• Head project execution, resource deployment, and overall leadership and coordination efforts to ensure projects are completed on schedule and within budget.
• Provide insight, oversight, strategic context, direction, and leadership to the Community of Practice staff involved in the effort.
• Partner with channel leaders and project team to design, develop, and support Enterprise wide solutions.
• Develop project documentation in collaboration with PMO—e.g., project initiation documentation, budget, project plan, and resource plan.
• Ensure resources assigned to projects are meeting deadlines and focused on the right activities.
• Escalate issues, risks, and decisions to the Channel Leader or other stakeholders as necessary and develop mitigating actions.
• Monitor progress and status of deliverables.
• Ensure proper functioning of the Products / Applications and recommend upgrades as necessary.
• Review projects for completeness of thought and consistency of approach and interface.
• Own product releases and provide status to Deloitte Application Studios and ITS leadership; escalate issues proactively.
• Ensure standards, procedures, and methodologies in the delivery life cycle are followed.
• Communicate development and production status and issues to management and stakeholders.
• Project Delivery Teaming
• Organize and manage multiple product development teams
• Partner with PMO to prepare overall project schedule, milestones, tasks, and estimates.
• Participate in technology/solution decisions with architecture and product teams for projects.
• Partner with Solution/Application Architects to ensure that technical design, unit testing, deployment, and implementation requirements are properly documented.
• Partner with Business System Analysts (BSA) to analyze business and functional requirements which have a impact on business applications.
• Work with offshore Technical Delivery Manager to optimize the mix of the development resources.
• Coordinate with architecture and development teams to perform code reviews to ensure that all solutions are aligned to pre-defined architecture/design.
• Coordinate with BSAs and Quality Engineering teams to ensure proper testing is performed
• Motivate and lead project delivery teams and instill a mindset of continuous process improvement.
• Offshore Team Oversight
• Manage daily progress and status of deliverables on projects.
• Manage both internal teams and offshore vendor teams project delivery, plans, and ensure proper staffing.
• Ensure that all project resources are focused on the effort they are aligned to.
• Closely monitor workload of all employees and offshore vendor resources assigned to project.
• Promote effective teamwork and spirit of partnership.

The team

Information Technology Services (ITS) helps power Deloitte’s success. ITS is the engine that drives Deloitte, which serves many of the world’s largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~2,200 professionals in ITS deliver services including:

• Security, risk & compliance

• Technology support

• Infrastructure

• Applications

• Relationship management

• Strategy

• Deployment

• PMO

• Financials

• Communications

Deloitte Application Studios (DAS)

Deloitte Application Studios (DAS) is the internal software and applications development team responsible for delivering leading-edge technologies to Deloitte professionals. Their broad portfolio includes web and mobile productivity tools which empower our people to log expenses, enter timesheets, book travel and more, anywhere, anytime. DAS enables our client service professionals through a comprehensive suite of applications across the business lines. In addition to application delivery, DAS offers full-scale design services, a robust mobile portfolio, cutting-edge analytics, and innovative custom development.

Primary Qualifications:

• Bachelor's degree in Computer Science, Business Administration or equivalent educational or professional experience and/or qualifications. An advanced degree is also preferred.
• Minimum of 10 years of in-depth experience in SDLC, solutions design, and delivery of enterprise level solutions. Experience managing Agile/Scrum projects a plus.
• Experience working with business application owners and development teams to document and clarify business and user requirements and manage scope of defined features and functions during project lifecycle.
• Proven expertise in managing the delivery of mid-to-large web/enterprise vendor-based applications needed.
• Experience interfacing with external software design and development vendors required.
• Technical experience in Microsoft .NET or SAP application development is a plus.
• Ability to understand and relate to the business objectives and provide a high-quality automated solution.
• Ability to adjust communications to both technical and non-technical audiences.
• Must have strong analytical abilities, negotiation/presentation skills, and organizational/planning abilities.
• Ability to drive teams to meet consensus, and have vivid passion for applications delivery.
• Strong project management and team management skills.
• Experience in implementing quality guidelines, standards and procedures.
• Creative - able to think outside the box; uses knowledge gained through prior experience, education, and training to resolve issues and remove project barriers.
• Drive for results - maintains constant awareness of projects and clients; keeps product owners focused on short and long term milestones.
• Ability to establish and maintain positive working relationships with customers, yet represent accurately the perspective of Technology.
• Experience working directly with clients and providing consultation.
• Strong written and verbal communication skills.
• Strong leadership and management skills
• Collaboration and decision making skills
• Ability to work productively with all levels in an large organization
• Ability to travel minimally required, up to 10%.

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.

As used in this posting, “Deloitte” means Deloitte Services LP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available. https://www2.deloitte.com/us/en/pages/careers/articles/ban-the-box-notices.html