Engagement Manager

Summary

Join Rackspace as an Engagement Manager and lead the delivery of complex infrastructure projects. You will manage multiple projects, collaborate with stakeholders, and ensure on-time delivery. Responsibilities include program and project management, stakeholder collaboration, risk management, and process improvement. The role requires a bachelor's degree or equivalent experience, 5+ years of relevant experience, and specific certifications. The position offers a hybrid work model with remote options in several Mexican states.

Requirements

• Bachelor's Degree in field related to role required
• Minimum of 5 years of experience in the field of role required
• Proven track record of managing end-to-end delivery of complex, large-scale projects
• Bilingual in Spanish and English( a minimum of upper Intermediate or higher proficiency and able to read, write, and speak)
• At least one of the following certs are required: Project Management Professional (or equivalent), Certified Scrum Master (or equivalent), or SAFe
• Solid understanding of SDLC and when to apply agile vs. traditional methodologies to achieve the best outcome. Understanding of Agile and DevOps practices and experience working in cross-functional teams
• Highly proficient with JIRA and other Atlassian tools, experience with creating insightful dashboards primarily using JIRA, potentially using other observability tools such as Splunk
• Knowledge in filtering and providing data and reports to customers, utilizing PowerPoint and Excel

Responsibilities

• Plan, manage, and drive the delivery of complex infrastructure projects across cloud platform, developer tools, CI/CD pipelines, databases, and analytics systems
• Develop and maintain project plans, roadmaps, and milestones, ensuring on-time delivery of high-quality solutions
• Monitor and communicate progress, priorities, risks, and dependencies to stakeholders, escalating issues as needed
• Manage multiple tasks with constrained resources, determining relative urgency to make difficult trade-offs; maintains focus despite competing priorities and frequent context shifting
• Make accurate judgments regarding time required to complete work; proactively manages team to ensure deadlines are successfully met; balances priorities simultaneously and seeks guidance when necessary
• Work closely with internal and customer team members from engineering, product, and leadership teams to align priorities, define requirements, and coordinate resources
• Serve as a bridge between platform and SRE teams to ensure clear communication and alignment
• Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment
• Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements
• Profile customer stakeholders to gain awareness of differing perspectives
• Identify risks, bottlenecks, and dependencies early, proposing solutions to keep projects on track
• Lead resolution of complex issues by facilitating cross-functional collaboration and decision-making
• Define and enforce delivery best practices, including Agile methodologies, infrastructure release processes, and governance standards
• Continuously refine processes to improve predictability, efficiency, and customer satisfaction
• Use prescribed guidelines or processes in analyzing situations
• Define and track KPIs to measure project success and organizational impact
• Provide transparent, actionable updates to stakeholders via reports, dashboards, and regular reviews
• Identify methods for collecting data, perform data analyses, and articulate findings
• Develop simple models to understand the potential impacts of decisions under various scenarios
• Conduct presentations in executive settings to convey project management, risk and technical information to stakeholders with varying comprehension levels
• Anticipate and take action to accomplish objectives; finds alternatives; accepts ownership for individual and team performance

Preferred Qualifications

• Customer-facing consulting experience
• Experience with complex cloud infrastructure projects
• Familiarity with cloud technologies, software development, networking infrastructure, data, and/or security. At least one cloud platform foundational cert is preferred: AWS, Azure, GCP
• Technical background (software development/engineering, database/system design, IaaS)
• Strong organizational and multitasking abilities, with attention to detail
• Excellent communication skills, with the ability to present to diverse audiences, including executives, engineers, and product managers
• Proactive problem-solving skills with a focus on collaboration and driving outcomes
• Self-starter with results-oriented, proactive management approach
• Ability to work in a fast-paced consulting environment and collaborate effectively as a team member

Benefits

• Hybrid work model available in CDMX and Edomex
• Remote work options in Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla