We are seeking a seasoned Engagement Leader to own end-to-end delivery, growth, and P&L accountability for a large-scale hybrid infrastructure managed services engagement. This role demands a strategic operator who can navigate complex client organizations, lead multi-tower delivery teams, and drive continuous service excellence across on-premise, cloud, and hybrid environments.
Key Responsibilities
Client Engagement & Account Leadership
- Serve as the primary executive point of contact for a strategic enterprise client, building C‑suite and senior stakeholder relationships (CTO, VP Infrastructure)
- Lead joint governance forums — QBRs, service reviews, and executive steering committees
- Translate client business priorities into infrastructure service roadmaps and technology initiatives
Delivery Oversight
- Own SLA/KPI performance across infrastructure towers including compute, storage, networking, end‑user computing, cloud operations, and service desk
- Drive ITIL‑aligned service management practices (Incident, Change, Problem, CMDB) in close coordination with the ITSM function
- Ensure 24/7 follow‑the‑sun delivery model is effectively staffed and operationally sound
- Lead transition and transformation programs, including data center consolidation, cloud migration, and AIOps adoption
P&L and Commercial Management
- Manage engagement P&L including revenue recognition, cost optimization, and margin improvement
- Handle contract amendments, scope changes, and commercial negotiations in partnership with legal and sales teams
- Identify and execute account growth through farming — new service towers, expanded scope, and renewals
- Lead a matrixed delivery organization of onshore, offshore, and nearshore resources (typically 100–500+ FTEs)
- Develop and mentor delivery managers, service leads, and account managers
- Drive workforce planning aligned with demand forecasts and skill requirements
- Proactively identify delivery risks and implement mitigation plans
- Ensure compliance with client security, audit, and regulatory requirements (SOX, PCI, HIPAA where applicable)
- Maintain escalation management protocols and executive communication frameworks
Required Qualifications
- 15+ years of IT services experience with 5+ years in a client‑facing engagement or account leadership role
- Demonstrated experience managing large hybrid infrastructure engagements ($20M+ TCV or $5M+ ACV)
- Deep functional knowledge across infrastructure towers: servers, storage, network, cloud (AWS/Azure/GCP), end‑user computing, and ITSM
- Proven track record of P&L ownership, including cost management and margin delivery
- Strong understanding of ITIL 4 frameworks; ITIL certification preferred
- Experience with AIOps platforms (ServiceNow, Dynatrace, or equivalent) is a strong plus
- Prior experience in BFSI vertical preferred
- BACHELOR OF COMPUTER SCIENCE
Salary Range: $95,000–$120,000 a year
Location: New York, NY
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