• Partner with the Customer • Build relationships, becoming the customer’s advocate and coach by building trust. • Keep a regular cadence of discussions and progress updates. • Manage communication with stakeholders of multiple levels, knowing when to change tone. • Learn the client’s business, environment, objectives, and challenges. Use your strong sense of empathy to provide the right support and advice to help them deliver their product or program effectively. • Coach customer and partner teams in agile or execution improvements. Know the difference between recommending a standard set of rules and strategically, creatively finding the right behaviors to coach and change. • Leverage your product management expertise and understanding to demonstrate good product owner and product management behavior and practice. • Help guide client and Egen teams in good prioritization, roadmap, and execution practices, keeping the end user (“customer”) first. • As needed, supplement the Customer’s team with your skills. • Own Egen Project Delivery • Prepare and use Egen’s tools to prepare and manage your project, or bring your own ideas and suggestions to do so better. • Initiate project work with team members ensuring they are set for success internally and externally. • Create and manage project plans, communicating plans to internal and external stakeholders in formats suitable to the audience. Identity and manage dependencies proactively. • Moderate and lead meetings with strong communication and efficiency. Take meeting minutes (with team collaboration), create decks and ad hoc meeting structure/ assets. • Manage the day-to-day project ensuring the Egen team is delivering against expectations or, where needed, creatively changing our approach. • Manage scope and change requests as needed. • Identify and manage risks, issues, and asks. Escalate appropriately and early. • Utilize agile and traditional program management backgrounds to craft the right delivery and management process and tools to effectively guide teams from need to goal, communicating within. • Manage your project budget, aligned with your Sales partners. • Actively look for ways to grow the account you are on; suggesting ideas for next projects to your SSDL or account team. • Approach project delivery with a product mindset; this is core to our approach. Utilize good product management practices to manage Egen deliveries, leading by example to our clients. • Deliver SDL offerings as they evolve, which may include workshops, innovative delivery approaches, or coaching. • Know the difference between task management and owning product delivery and success. • Sales, Resourcing, and Growing Egen • Work with internal stakeholders to source the right resources for new projects sold. • Partner with account teams to be sure they have the information they need to make informed decisions. • Lead SOW contracting, writing SOWs, and managing the redline process through to close. Participate in MSA redline processes. • Support the SDL team’s initiatives to grow Egen and the SDL team through improvements to processes, templates, or sellable offerings. • Manage Internal Team Communications • Clearly articulate scope and expectations to Egen team members, making sure their roles are clear and they are set up for success. • Partner effectively with other teams engaged, treating the customer as an equal and actively coaching others to avoid common consulting behavior. • Keep internal stakeholders up to date as needed through regular ceremonies or ad hoc checkpoints. Clearly communicate objectives, risks, and any needs/asks.

• Develops and executes training plans, training materials • Assess individual and group training needs; maintain individual and group training records • Create, update and perform knowledge checks on a regular basis • Facilitate new hire onboarding training • Plan, prepare, and research lessons • Create, organize and deliver training materials including online courses • Instruct team members on an individual or group basis • Check and assess (grade) users’ work and deliver feedback with course grades • Create and provide training summaries to stakeholders and with good presentation skills • Assist operations with understanding agent opportunities

• Review technical training scripts, lesson plans, and sequence of operations (SOO) documentation for accuracy, consistency, and alignment with Serverfarm operating procedures • Validate training assessments to confirm they measure real competency and operational readiness at the appropriate technician role levels • Identify gaps, outdated content, and inconsistencies across the training library and drive updates to keep materials current • Partner with operations, engineering, and learning and development teams to ensure training content supports Serverfarm's business objectives and operational maturity model • Review vendor technical bulletins and product updates for impact on Serverfarm operations and training requirements • Engage with equipment vendors and internal engineering stakeholders to ensure vendor-specific content is accurate and correctly contextualized for Serverfarm environments • Provide clear, constructive written and verbal feedback on technical and training documentation to both technical and non-technical audiences • Support standardization of training content across Serverfarm sites while allowing for site-specific requirements where necessary

• Respond to client-submitted service calls in a timely and professional manner. • Work from blueprints, drawings, layouts, or specifications to complete client scope of work. • Identify additional repair or upgrade needs during site visits and provide detailed quotes to office staff. • Maintain accurate records of work performed, materials used, and time spent on jobs. • Use of company issued electronic devices to complete required entries into client management system.