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Position Overview

The Senior Engagement Manager (SEM) is a delivery leadership role responsible for overseeing multiple, complex engagements with varying delivery models (e.g., Desktop, Service Desk, and other IT operations). The SEM ensures objectives are achieved, services are delivered on schedule and within budget, and all internal compliance requirements are fulfilled. This leader provides strategic value and engagement advisement by anticipating client needs, driving operational excellence, and fostering strong client and internal relationships. The SEM also mentors Engagement Managers and leads high-performing teams across regions or practice areas.

Primary Responsibilities

Advanced Engagement Management

• Oversee a portfolio of engagements, each with unique delivery models, ensuring objectives are met, schedules maintained, and budgets adhered to.

• Ensure all internal compliance requirements are fulfilled across engagements.

• Provide strategic advisement to clients, anticipating needs and proactively identifying opportunities for improvement or innovation.

• Map client organizations, evaluate engagement-to-business line ratios, and identify opportunities where engagements and business impacts converge.

Contractual Adherence & Reporting

• Ensure all services across engagements perfectly align with contractual obligations.

• Construct and present data-driven reports for each engagement, emphasizing transparency and impact.

• Craft metrics into compelling narratives for internal teams, highlighting factors that affect end-user satisfaction and pinpointing areas of excellence and improvement, including financial implications.

• Drive the creation of customer-facing reporting/dashboards to show meaningful KPI/metric-related data for decision-making.

Service Management & Data Analytics

• Demonstrate in-depth proficiency with service management platforms (e.g., ServiceNow), leveraging capabilities for ticketing, task management, knowledge, and reporting across all engagements.

• Extract, analyze, and present insights from operational data to drive continuous improvement and efficiency.

Team Leadership & Development

• Lead, mentor, and develop Engagement Managers and delivery teams across multiple engagements and locations.

• Foster a collaborative, high-performance team environment and support career growth.

• Lead recruitment and team-building efforts, ensuring alignment with organizational values and objectives.

Stakeholder & Client Relationship Management

• Forge robust relationships with clients across all engagements, regularly seeking feedback and adapting services to evolving needs.

• Serve as the primary point of escalation and advisement for client stakeholders.

• Build rapport and maintain relationships with client stakeholders to understand their long-term goals and align services accordingly.

• Provide an enhanced experience for external stakeholders and internal partners by being proactive, strategic, and customer-focused.

Operational Excellence & Continuous Improvement

• Oversee the implementation of shift-left strategies and ticket analysis across engagements, driving efficiency and reducing costs.

• Ensure high-quality, consistent service delivery across all locations and teams.

• Consistently drive innovative improvements to the delivery process and deliverables while balancing innovation and operations.

• Identify potential risks early and implement strategies to mitigate them, ensuring engagement stability.

Financial & Resource Management

• Manage the financial aspects of engagements, including budgeting, forecasting, and ensuring profitability.

• Ensure efficient utilization of resources across engagements, optimizing team performance and engagement outcomes.

Governance & Compliance

• Establish appropriate governance and ensure that structure and controls are followed across all engagements.

• Maintain a deep understanding of the organization’s service offerings to provide consultative advice and identify opportunities for further engagement.

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Required Experience & Qualifications

• Bachelor’s degree in business, Project Management, or a related field; Master’s degree preferred.

• Minimum of 7 years of experience in project management or portfolio management roles, with proven experience managing multiple teams or engagements simultaneously.

• Strong leadership, communication, and analytical skills.

• Expertise in service management platforms (e.g., ServiceNow).

• Demonstrated ability to build client relationships and drive operational improvements.

• Experience in the IT Professional Services industry preferred.

• Certification in project management (PMP, PRINCE2, etc.) and experience with Agile methodologies (Scrum, Kanban, SAFe, XP) are a plus.

Job Type & Location

This is a Permanent position based out of Catonsville, MD.

Pay and Benefits

The pay range for this position is $115000.00 - $165000.00/yr.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.

Our full-time, internal employment benefits include the following:

• Medical, Dental, and Vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life and AD&D for employee and dependents)• Short and Long-Term Disability• Health Spending Account (HSA)• Transportation Benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Catonsville,MD.

Application Deadline

This position is anticipated to close on Dec 2, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.