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Engagement Manager
2 days ago
Experience : 10+ Years
Onsite role, Vaughan location, 3 days working onsite
About the Role:
This role is highly client-facing and onsite (Vaughan location, 3 days per week) and acts as the bridge between client leadership and TechBlocks' delivery, product, PMO, and shared services teams. You will own engagement health, program governance, executive communication, and operational oversight across the program.
The role also requires travel to India 3–4 times per year.
Key Responsibilities
Client Relationship & Engagement Management
- Act as the primary engagement owner and trusted advisor for client stakeholders at Manager, Director, VP, and C-level.
- Build and sustain strong, long-term client relationships through consistent onsite presence, proactive communication, and credibility.
- Conduct weekly meetings with client Managers, bi-weekly reviews with Directors, and monthly executive updates with VPs and C-level stakeholders.
- Own client escalations, proactively manage risks, and ensure timely resolution of issues with clear communication.
- Oversee program-level delivery across multiple workstreams, collaborating closely with Product, PMO, Engineering, and Architecture teams.
- Ensure smooth coordination and alignment with Security, Automation & Performance, DBA, DevOps, and SRE teams to prevent delivery disruptions.
- Monitor delivery progress, dependencies, risks, and milestones to ensure commitments are met across all streams.
- Drive adherence to agreed KPIs, SLAs, timelines, and quality standards.
- Create and present weekly program status reports for C-level, VPs, and Directors, covering delivery status, risks, dependencies, financials, and decisions required.
- Translate complex technical and delivery information into clear, executive-ready insights.
- Lead or support executive steering committee meetings and ensure follow-through on action items and decisions.
- Oversee program-wide resource onboarding, offboarding, attrition tracking, and capacity planning.
- Partner with internal leadership to ensure optimal team structure, skills alignment, and continuity.
- Coordinate month-end timesheet collection and validation to support accurate program billing.
- Ensure operational discipline across tooling, reporting cadence, and engagement processes.
- Identify trends, risks, and improvement opportunities across engagement health, delivery execution, and client satisfaction.
- Drive continuous improvement initiatives across engagement processes, governance, and collaboration models.
- Act as a role model for client-centric behavior, accountability, and delivery excellence.
- Bachelor's degree in a relevant field; master's degree is a plus.
- 10+ years of experience in technology delivery environments, with significant experience in client-facing engagement, program, or delivery leadership roles.
- Proven experience managing large, complex, multi-stream programs involving onshore and offshore teams.
- Strong background working with PMOs, product teams, and engineering leadership.
- Demonstrated ability to engage confidently with senior client stakeholders, including Directors, VPs, and C-level executives.
- Excellent communication, relationship-building, and stakeholder management skills.
- Strong organizational skills with attention to detail in reporting, governance, and execution.
- PMP, PgMP, ITIL, or similar certifications are a plus.
- Ability to work onsite in Vaughan-Ontario a minimum of three (3) days per week.
- Strong sense of ownership, accountability, and urgency.
- Comfortable operating in ambiguous, fast-paced environments with competing priorities.
- Ability to influence without authority and navigate complex organizational dynamics.
- Commitment to delivering excellence, client satisfaction, and continuous improvement.
- Ability to travel to India 3–4 times per year.
