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- Client Name - MERRIMACK MUTUAL INSURANCE CO
- Job Title: Engagement Manager (EM)
- Location: Andover, MA - Onsite
- Act as the primary liaison between clients and internal IT teams.
- Manage client relationships to ensure satisfaction and long-term engagement.
- Oversee delivery of IT services and solutions aligned with business objectives.
- Monitor project performance, risks, and issue resolution.
- Ensure service quality and adherence to SLAs.
- Coordinate cross-functional teams (development, support, infrastructure).
- Drive continuous improvement and process optimization.
- Identify opportunities for account growth and upselling.
- Prepare and present reports, status updates, and strategic plans to stakeholders.
- Maintain adherence to Atos/Andover Ways of Working, company policies, and delivery frameworks.
- Act as an escalation point for account-related risks, challenges, and conflicts.
- Foster a high-performance culture grounded in collaboration, accountability, and client success.
- Communicate unexpected absences to key Andover leadership as they occur.
- Track and approve PTO requests from a capacity planning standpoint (not official approvals within the MyAtos Leave Request tool).
- Approve time in the MyAtos tool.
- Routinely attend Scrum Team Standups.
- Uphold and facilitate communication between Atos leadership and the account team.
- Here is more details about the position: Account is primarily squads of teams doing staff aug project work
- Delivery quality is important, but not the delivery itself
- This position is more about being a project liaison managing communications, both client and internal staff, and working issues around staffing as needed
- Timecard management, staffing, etc
- Personnel issues
- Day to day interface between both needs to be an outstanding communicator
- The role isn t a line manager per se, but more on the project management side skillset
- Will also manage a transition to a new provider 2 in the box so needs to be senior enough to work through this planning and foresight with people and delivery while managing expectations with CEP and revenue
- Act as the primary liaison between clients and internal IT teams.
- Manage client relationships to ensure satisfaction and long-term engagement.
- Oversee delivery of IT services and solutions aligned with business objectives.
- Monitor project performance, risks, and issue resolution.
- Ensure service quality and adherence to SLAs.
- Coordinate cross-functional teams (development, support, infrastructure).
- Drive continuous improvement and process optimization.
- Identify opportunities for account growth and upselling.
- Prepare and present reports, status updates, and strategic plans to stakeholders.
- Maintain adherence to Atos/Andover Ways of Working, company policies, and delivery frameworks.
- Act as an escalation point for account-related risks, challenges, and conflicts.
- Foster a high-performance culture grounded in collaboration, accountability, and client success.
- Communicate unexpected absences to key Andover leadership as they occur.
- Track and approve PTO requests from a capacity planning standpoint (not official approvals within the MyAtos Leave Request tool).
- Approve time in the MyAtos tool.
- Routinely attend Scrum Team Standups.
- Uphold and facilitate communication between Atos leadership and the account team