Employment Nigeria 01-Jan-1970 NIGERIA , NIGERIA ,
MICROSOFT LATEST JOBS IN NIGERIA : CUSTOMER SERVICE JOB OPPORTUNITY IN MICROSOFT NIGERIA
Job Title: Engagement Manager
Job Category: Services & Consulting
Location: Nigeria, Nigeria - Non Location Specific
Job ID: 776951 68845
Division: Services & Support
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by Improving the overall Customer and Partner Experience, Serving as the customer advocates within Microsoft and Driving customer-centric product improvement.
The Engagement Manager (EM) is responsible for engagement delivery quality and customer satisfaction by structuring and managing engagements from bid management through completion of successful delivery.
The Engagement Manager role owns the problem statement from the perspective of the customer. This role has the responsibility of deal structure, securing appropriate SOW, financials, resource management, resource requirements, assembling the consulting delivery team and ensuring the team both structures and executes on the problem solving methodology correctly and to the agreed budget.
Main Responsibilties:
- Manages engagement risk and delivery quality to secure full customer satisfaction, profitability, compliance, delivery excellence and operations excellence.
- Establishes the processes to support the engagement, including setting up charge codes, defining the project calendar, and defining deliverable acceptance and reporting procedures. Project initiation also includes validating scope, conducting project kickoff and holding Conditions of Satisfaction (COS) discussions with stakeholders.
- Tracks the performance of the engagement, the quality of project deliverables and reports on the effectiveness of the engagement against the baseline plan.
- Builds his/her time into engagements as appropriate to allow for mitigation of engagement risk and to achieve the required level of billable utilization set by the business
- Reviews and approves consultant and partner billable hours and expenses each week, and reviews and approves client invoices before they are sent.
- Defines in advance the acceptance criteria for each project deliverable, works with the team to establish delivery dates for each deliverable, and oversees the review of client deliverables to ensure they meet all client acceptance criteria, securing sign-off on each deliverable as defined in the SOW.
Qualifications/skills:
- Degree relevant to IT.
- BA or Master’s degree is preferred
- Minimum 8-10 years of related experience
- Bid management and opportunity leadership
- PMP certification.
- Contract Management
- SOW and customer expectations management
- Project/Program management.
- Experience in Competency in Analytical Problem Solving.
- Customer/Partner Relationships
- IT maturity models e.g. CMM and CMMI.
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