Engagement Manager, Service Delivery

Engagement Manager – Service Delivery – Hybrid (Austin, TX) 

The Select Group is seeking an experienced Engagement Manager to serve as the primary strategic liaison for a high-profile, enterprise-scale client, operating within a dynamic and highly matrixed organizational environment. This role requires a self-directed professional who can independently manage complex stakeholder landscapes, hold accountability for engagement execution, and drive outcomes in an environment where priorities shift and organizational lines are not always clear. 

The ideal candidate demonstrates executive presence, exercises sound judgment under ambiguity, and understands how to maintain delivery momentum across a large client organization without direct authority over all stakeholders. This person holds accountability for deliverable quality and timeliness adherence, outcome delivery, and stakeholder alignment. 

This is a hybrid role, requiring occasional on-site visits to the client   

Company Overview:         
The Select Group (TSG) is a privately held technology consulting firm headquartered in Raleigh, North Carolina. Since 1999, we’ve been at the forefront of delivering end-to-end consulting services to clients across diverse industries throughout the U.S. and Canada. We help clients solve their toughest challenges, inspire digital innovation and drive meaningful results.  

We are committed to supporting various client needs, helping them to address ever-evolving trends across various industries. Our service areas—Cloud & Infrastructure, Cybersecurity, Data & AI, Digital Transformation, Learning & Development, and Project Management & Agile—are designed to create long-term success by aligning with your business goals and advancing to meet future demands. 

Core Competencies:  

Engagement Oversight & Accountability 

• Demonstrated ability to hold accountability for engagement outcomes without requiring direct authority over all stakeholders or execution resources. 
• Strong contract interpretation skills with experience translating Statements of Work (SOWs) into actionable outcome expectations and holding teams to those commitments. 
• Ability to critically evaluate execution plans, identify milestone risk, and surface delivery gaps before they become client-visible issues. 
• Clear escalation discipline: understands thresholds, holds the engagement lane with confidence, and redirects appropriately when engagement boundaries are at risk. 
• Experience conducting deliverable reviews, securing client approvals, and initiating the amendment process. 
• Sound judgment in distinguishing what to resolve independently versus what requires leadership visibility. 

Stakeholder & Relationship Management 

• Proven ability to build and maintain relationships across multiple levels of a large client organization, from individual contributors through executive sponsors. 
• Demonstrated ability to navigate competing stakeholder priorities and maintain delivery alignment without direct organizational authority. 
• Comfort operating in environments where reporting lines, decision rights, and priorities are dynamic or unclear. 
• Strong meeting facilitation skills including clear agendas, action item capture, and rigorous follow-through. 
• Excellent written and verbal communication skills with the ability to calibrate tone and formality for executive, operational, and technical audiences alike. 
• Demonstrated ability to navigate difficult conversations and deliver unwelcome news with professionalism and composure. 
• Track record of building trust and credibility with clients and internal teams over sustained engagements. 

Execution Governance 

• Ability to review and critically assess execution plans for realism, completeness, and alignment to contractual commitments. 
• Skilled at translating plan status into stakeholder-ready narratives that are clear, accurate, and actionable. 
• Capable of identifying when execution plan assumptions have drifted from reality and driving timely re-alignment. 

Operational Excellence 

• Self-motivated professional capable of managing a complex portfolio of responsibilities without prompting or supervision. 
• Exceptional attention to detail with unwavering commitment to quality and accuracy. 
• Strong time management skills with proven ability to balance competing priorities across multiple accounts in a high-demand environment. 
• Demonstrated reliability in meeting deadlines and upholding high-quality delivery standards. 
• Comfort operating through organizational change, shifting client priorities, and sustained ambiguity while maintaining delivery continuity. 
• Proactive problem-solving approach with clear awareness of when additional resources or escalation are needed.

Key Responsibilities:  

• Serve as the primary strategic liaison between TSG and client stakeholders, ensuring ongoing alignment on outcomes, expectations, and escalation pathways. 
• Hold accountability for engagement execution plan progress, ensuring milestones, deliverables, and contractual commitments remain on track. 
• Review engagement health with internal partners at a regular cadence, driving accountability to outcomes and surfacing risks before they become client-visible issues. 
• Lead client engagement kickoff meetings and maintain a consistent status update cadence with clear agendas and outcomes. 
• Own client-facing reporting, translating engagement data and delivery status into clear, actionable narratives for executive and operational audiences. 
• Oversee financial health of the engagement including utilization tracking, budget reporting, and forecast accuracy. 
• Establish and monitor SLA compliance and operational KPI tracking; escalate risks and issues with mitigation plans to client or TSG leadership as appropriate. 
• Facilitate project team calls and stand-ups, ensuring cross-functional alignment and timely issue resolution. 
• Drive performance management and productivity improvement efforts in collaboration with TSG's engagement consulting teams. 
• Navigate competing stakeholder priorities across the client organization to maintain delivery focus and protect engagement scope. 

Key Qualifications:  

• 5 years of experience in Engagement Management or Customer Success within an technology consulting or professional services organization 
• Demonstrated ability to manage complex, enterprise-scale client engagements in matrixed organizational environments. 
• Proven track record managing multiple concurrent engagements with competing stakeholder priorities. 
• Experience operating both Microsoft and MacOS tools and environments. 
• Experience with CRM and Project Management platforms. 
• Strong data management skills with commitment to data integrity. 
• Analytical mindset with ability to extract insights from standard reports and translate data into informed decisions and client-facing narratives. 

Our Culture:  
At TSG, our culture is grounded in taking care of one another. Through our CSR program focused on the wellbeing of our people, we foster a high-performing environment. We remain committed to shaping a more inclusive future for our company and the communities we serve. By prioritizing wellbeing, growth, and inclusivity, we build a foundation of trust, innovation, and shared success—one that multiplies the achievements of our employees, our clients, and our business.

Equal Opportunity Employer: 
The Select Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact hr@selectgroup.com for assistance.

For California Applicants, please visit the following website to view our CCPA Notice - https://www.selectgroup.com/ccpa-notice/ 

Connect with us:  

• See our culture in action on LinkedIn and Instagram 
• Know someone who would be perfect for this role? Share this career opportunity with them. 

Questions? Reach out to our talent acquisition team. 

 

 

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