You lead customer strategies by working with customer executives to establish a portfolio of projects that deliver strategic customer initiatives. Your work impacts delivery quality improvement across organizations, and attainment of customer business outcomes across an industry or technologies. Your work also impacts adoption and customer commitments across industry or technology. It impacts platform service features and adoption of offerings at scale. Your work impacts cross-organizational metrics and are able to impact at the VP-level. Your work impacts the way a customer perceives AWS as an organization (positively or negatively). You define EM best practices; sharing them across organizations. You grow a culture of collaboration and inclusion.

You lead significantly complex engagements delivered by AWS, customer, and partner technical teams. Your engagements are composed of multiple projects that contain multiple workstreams with multiple business and technical interdependencies. You lead customers through multi-faceted decisions necessary for business and IT transformation. You assist customers to envision business objectives and provide customers with the necessary data to help them see the next steps instead of staying with the status quo. You recognize opportunity for service offerings and drive solutions at an enterprise level, and are able to create and deliver enterprise-level offerings. You drive programmatic understanding of business and technical requirements across stakeholders. You are able to align projects against a portfolio. You lead the delivery of new capabilities (e.g., tools, delivery kits, best practices) to remove delivery obstacles, and achieve customers’ business outcomes. You influence product roadmaps and service offerings and advocate on behalf of customers’ business outcomes. You are able to apply principles of change management and transformation to AWS engagements, customers, and partners. You establish engagement delivery best practices and define delivery quality standards. You are able to establish domain-based delivery best practices with depth and breadth and/or broadly across the company. You are able to apply frameworks (e.g. Waterfall, Agile, Scaled Agile, ITIL), product management principles, AWS best practices (e.g. Well-Architected Framework (WAF), Cloud Adoption Framework (CAF)), and AWS service offerings (e.g. ProServe offerings) at an enterprise and/or industry level.

You build strategic relationships with the appropriate stakeholders. You are a strategic advisor to internal and external teams, and are escalated to for resolution. You decompose complex problems into straightforward, deliverable solutions in alignment with customers. You make strategic data-driven decisions and communicate these to leadership and customers. You are a key influencer in your organization, contributing to your organization’s strategic planning, helping identify gaps and opportunities, and deciding the right short-term versus long-term trade-offs. You solicit differing views and are willing to change your mind as you learn more. You are an active member of the Engagement Manager community, creating connections across EM organizations, improving awareness of common problems (and their solutions), fostering collective understanding of best practices, and sharing learnings on new technologies and trends. Runs steering committee meetings with senior customer executives to improve the success of complex, multi-year, multi-tower strategic engagements.

You are able to lead technical discussions across multiple domain areas. You validate technical solutions to meet multiple customers’ strategic visions. At the program level, you drive understanding of business requirements, communicate them strategically to technical and business stakeholders. You enable Partner capabilities, engaging them strategically on customer projects. You are able to create, shape, and close opportunities. You are recognized as a thought-leader in the development and adoption of engagement delivery mechanisms for an enterprise and/or at an industry level. You maintain appropriate certifications consistent with your level and responsibilities (e.g., certifications from AWS, agile practices, industry recognized educational organizations specific to a domain, Professional Management Institute). You define standards, educate/mentor, provide engagement-specific advice, and documentation, on a variety of delivery methodologies.

You establish standards and build scaled, cross-organizational mechanisms to address common framework-related issues, to make better and/or faster technical and business decisions, and to enable consistent management across engagements and cross organizations. You establish executive governance frameworks to align team on the vision, strategy, and roadmap. You are responsible for establishing and enforcing AWS ProServe Security Standards and AWS Quality Mechanisms (Well Architected Review (WAF), Model Change Management (MCM), etc.). You document events, identify cross-organizational root causes, and lead process improvement activities (e.g. Correction of Errors) and track action items across a portfolio of projects to improve the overall quality of AWS ProServe offerings and processes. You establish a vision and metrics for operational excellence and operational hygiene (e.g., time sheets, reports, status updates). You ensure your organization is stronger because of your presence, but does not require your presence to be successful.

You proactively identify gaps in your organization’s hiring and development plans, and work with senior and HR leaders to drive initiatives to close them. You perform TPAs and serve as a Shepherd in the TPA process, guiding participants and ensuring the quality bar is kept high. You help managers in your organization guide the career growth of their team members. You are sought-after as a mentor.

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Key job responsibilities
Defines, designs, and advises a cloud strategy for a significantly complex engagement(s) or portfolio of engagements to deliver transformational outcomes. May not even know what the problem is before starting. Drives clarity. Leads with independence. And influences internal and external business and technical senior leaders and acts as a strategic advisor. Influences external executives.

About the team
Engagement Managers aim to establish long-term strategic relationships with clients who require Professional Services by leading important projects (or groups of projects) with an overall perspective to extract the final business outcomes based on their business issues. In order to achieve this, Engagement Managers focus on outcomes rather than outputs and strive to transition from traditional Waterfall development to Agile development, enabling us to flexibly adapt to changing situations. In practice, Engagement Managers endeavor to build relationships with clients and manage their expectations while serving as a Product Owner to effectively communicate their needs to implementation and development teams. Engagement Managers also pay close attention to obtain feedback from each stakeholder and strive to maintain delivery quality. Engagement Managers manage these activities with appropriate governance and take action, such as escalating to each stakeholder promptly, if there are signs of risk, in order to maintain quality.