Scale Factory
Engagement Manager
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About Scale Factory
We are an AI enablement consultancy. Delivering quality-led AI-first foundations, embedding capability and excellence into the foundational fabric of the companies we work with. We give leaders the confidence to move faster, take smarter risks and pursue transformation.
Formerly Ten10, we have deep roots in Quality which means we don’t just build for the future, we ensure it actually works. We combine this engineering discipline with cutting-edge AI expertise to deliver robust, scalable foundations that turn ambitious transformation into reliable reality.
The Role
The Engagement Manager provides the client-facing wrapper around our delivery. The role runs everything around the work - onboarding, coordination, governance, reporting, scope control and commercial hygiene.
This role is practice-agnostic. Engagement Managers work across the full delivery portfolio and are assigned by engagement size, complexity and client profile rather than by technology.
Key Responsibilities
Client Onboarding & Mobilisation
- Mobilisation: lead engagement onboarding covering access, security prerequisites, environments, tooling and client-side logistics.
- Stakeholder mapping: build and maintain the client stakeholder map, communications plan and agreed ways of working.
- Readiness: clear the prerequisites identified by the Delivery Manager so the team is productive from day one.
- Kick-off: run kick-off jointly with the Delivery Manager, owning agenda, governance and ways of working while they own approach and technical plan.
Engagement Governance & Reporting
- Planning: own the milestone plan, RAID log and dependency management, built on the Delivery Manager's technical view and task-level plan.
- Client cadence: run status reporting, steering meetings and service reviews at the agreed rhythm.
- Single view: maintain an accurate, current view of engagement health in the agreed system of record.
- Pairing rhythm: hold a standing weekly session with the Delivery Manager covering progress, risk, scope signals, resourcing, burn and client temperature; share client reporting with them before it is issued.
Scope Discipline & Change Control
- Scope Creep: identify scope creep early and raise change requests before unagreed work is absorbed into delivery.
- Impact: assess the plan and commercial impact of change, using the Delivery Manager's sizing, and hand commercial negotiation to Account Management.
- Traceability: ensure commitments made during pre-sales or in-flight conversations are visible, sized and formally agreed.
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Commercial & Operational Hygiene
- Burn: track spend against budget and flag variance early enough to act on it.
- Timesheets: drive accuracy and completeness across the engagement team.
- Billing: manage milestones and invoicing triggers and provide inputs to WIP and revenue recognition.
- Resourcing: raise demand to Delivery Operations against the skills and shape specified by the practice, and flag changes to that demand as they emerge.
Client Relationship & Escalation
- Day-to-day contact: act as the client's point of contact for status, scope, logistics and escalation.
- Triage: route technical and quality issues to the Delivery Manager and their practice; handle engagement, governance and relationship issues directly.
- Joint position: agree a position with the Delivery Manager before responding to any client escalation.
- Protect the practitioner relationship: ensure the Delivery Manager stays visible to the client and speaks to the technical narrative rather than being screened from it.
- Growth signals: surface organic opportunity to Account Management without taking on the commercial conversation.
Closure & Continuous Improvement
- Closure: run handover, lessons learned and transition to next phase or run.
- Evidence: capture references, case study material and delivered outcomes.
- Feedback loop: feed practical improvements back into the delivery standards owned by Delivery Operations.
Key Skills and Experience
- PRINCE2, Agile/Scrum or PMP certification.
- Engagement or delivery management experience gained in a consultancy, agency or professional services environment, running multiple concurrent client engagements.
- Client-facing confidence: able to chair a steering meeting, deliver unwelcome news and manage senior stakeholder expectations without escalating every decision.
- Influence without authority: effective working alongside senior practitioners they do not line manage.
- Technical literacy: enough understanding to challenge a plan and hold a credible conversation with engineers. Deep specialism in any one technology is not required.
- Commercial acumen: scope and change control, budget tracking, invoicing, and accurate forecasting inputs.
- Governance discipline: structured reporting, RAID and milestone planning, fluent in both iterative and stage-gated delivery approaches.
- Organisation: able to hold several engagements in view at once and stay ahead of each of them.
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Desirable
- Exposure to technical delivery across more than one domain, such as cloud, data, quality engineering or automation.
- Experience of both project-based and ongoing managed service engagements.
- Familiarity with resourcing, capacity planning or professional services automation tooling.
How Success is Measured
- Practitioner time returned to delivery, and reduction in non-delivery coordination carried by Delivery Managers.
- Time from signature to first productive day.
- Forecast accuracy and margin variance against the sold position at engagement level.
- Client satisfaction with delivery, measured separately from the commercial relationship.
- Escalation volume and time to resolution.
What’s in It for You?
At Scale Factory, we believe in recognising and rewarding great work. Here’s what you can expect:
- 25 Days of Annual Leave: Plus 1 extra day every year for the first three years, and a holiday buying scheme.
- Pension Plan: Employer-matched contributions up to 5%.
- Health Benefits: Comprehensive coverage for medical, dental, optical, and alternative therapies.
- Fitness Support: Subsidised gym memberships and a bike-to-work scheme.
- Commuter Benefits: Season ticket loans to make travel easier.
- Free Annual Rail Cards
- Electric vehicle salary sacrifice scheme
- Flexible Work Model: Hybrid working that fits your lifestyle.
- Social Events: From annual kick-offs and Christmas parties to team socials and sporting events, we love celebrating success together.
- Training & Development: Tailored learning opportunities and full support for certifications to keep your skills sharp.
Let’s Build the Future Together
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