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.

Specialties

Managed Services, ITSM, Automation, Autonomic, IT Outsourcing

Headquarters

17 State Street14th FloorNew York, NY 10004United States

Website

http://www.ipsoft.com

Industry

Information Technology and Services

Type

Privately Held

Company Size

1001-5000 employees

Founded

1998

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