Client Engagement Lead | On-site, Bangalore
Optiv
Bengaluru, Karnataka, India
Posted on Dec 13, 2024
The Client Engagement Lead (CEL) manages engagements from inception to completion, identifying and documenting requirements, supporting clients on various information security initiatives, keeping all stakeholders apprised of program and budget status, and managing issues to resolution. Client Engagement Leads are responsible for the program health over the entire program life cycle (on-boarding, service activation, service continuation, renewal, decommission). CELs are also responsible for onboarding the program team, assigning individual responsibilities, identifying appropriate resources needed, and developing the schedule to ensure timely completion of projects and programs. Client Engagement Leads are expected to build trusting relationships with clients through the delivery of successful outcomes in alignment with Optiv’s commercial commitments. The Client Engagement Lead oversees all program activity with key client engagements across Advanced Fusion Center (AFC). The Client Engagement Lead may lead others contributors to program engagements such as Client Engagement Specialists, Project Managers and Subject Matter Experts. CELs are integral in building relationships with their client counterparts or key points of contact. They also contribute to business development efforts by identifying new opportunities and collaborating with the account leadership to support business growth with the client.
How you’ll make an impact
- Drive program and engagement progress across multiple client engagements with multiple capabilities, practices, communities, stakeholders and levels of oversight with assurance on maintaining progress, timeliness, and effective resource utilization rates on a weekly basis.
- Develop strategic program management delivery plans, detailed schedules, program deliverable controls, cost forecasting, risk management, issues forecast and resolution planning, resource burn-rate analysis, forecasting, and reporting, and daily task management.
- Partner with Operations teams to develop and communicate service delivery strategies across multiple internal practices and departments.
- Accountable for the progress of the overall engagement and all related projects that may comprise the program or solutions.
- Accountable for driving timelines by creating and maintaining schedules (including key deliverables, milestones, and dependencies), understanding the deliverables and the progress toward each milestone, identifying, and managing issues, risks, and other potential delays ahead of time, and identifying and driving resolution of all engagement related risks and issues.
- Demonstrate expert-level of knowledge of Program Management best practices, process and supporting systems to drive client outcomes.
- Identify, forecast, manage, control, and communicate risk management plans, issues, and impacts across multiple levels of leadership, operations and client.
- Ensure a common understanding by setting expectations in accordance with the Program Delivery Plan, to align the stakeholders and ensure the customers goals and expectations are achieved.
- Assist in the development of Program Management business delivery strategies, program health analysis & internal reporting.
- Lead the composition of program delivery schedules, resource models and granular execution plans
- Take proactive steps to protect Optiv’s best interests while simultaneously balancing the Customer expectations and scope of work.
- Be able to perform work as an individual contributor while collaborating with multiple internal functions to best manage program delivery strategies from initial planning and on-boarding through ramp-down and closure.
- CEL acts as a single point of contact for our customers throughout the client engagement lifecycle.
- Communicate client concerns, questions and conflicts to internal stakeholders and take the necessary actions to resolve and/or troubleshoot challenges in a strategic manner.
- Assign tasks to program team members and ensure timely completion or adequate escalation.
- Generate and distribute program reports and lead program meetings to disseminate the appropriate information to the program team and stakeholders.
- Proactively monitor and report on engagement budget, margin and engagement resource variance to plan
- Works closely with the sales and account teams, demand and solution teams to scope program solution design, tools and reporting
- Analyze, report, and disseminate program status reports to Practice Leadership.
- Provide support across the AFC portfolio to address at risk engagements and escalations where necessary.
- Maintain awareness of emerging technologies and applicable program management techniques and tools
- Manage multiple multi-year engagements
What we’re looking for
- BA or BS in Computer Science, Management Information Systems, Engineering, Business or related field.
- 6+ years of experience in a client facing Program, Project or PMO role within a professional services organization, with emphasis on information security projects and programs.
- Demonstrated program management expertise and success managing cross-capability engagements across multiple clients.
- Superior analytical and problem-solving skills required.
- Strong influential skills, customer-focused program leadership capabilities.
- Management of information security engagements or operations required.
- Expert level experience with Program Management methodologies, best practices, and tools
- Experience interfacing with both clients and internal business partners required.
- Excellent written and verbal communication skills required including making clear and concise presentations to various audiences with an executive presence.
- Outstanding time management and organizational skills required.
- Ability to work independently with limited supervision required.
- Significant experience as a consultant providing security expertise to clients preferred.
- Current knowledge of security threats, solutions, security tools and network technologies strongly desired.
What you can expect from Optiv
- A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
- Work/life balance
- Professional training resources
- Creative problem-solving and the ability to tackle unique, complex projects
- Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer (EEO). All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.
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