Engagement Manager

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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