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Position Overview

We are seeking a seasoned Senior Delivery & Engagement Manager to serve as the cornerstone of our client relationships and the owner of delivery excellence. This role is critical to achieving our strategic vision, moving beyond staffing to become a trusted advisor who delivers high-value transformation programs. You will be the single point of accountability for the end-to-end delivery of services, ensuring client satisfaction, operational excellence, and profitability for a portfolio of key accounts. Your leadership will be instrumental in successfully delivering major modernization programs involving IBM i, IBM Z, cloud migration, and AI integration.

Key Responsibilities

1. Strategic Client Engagement & Relationship Management:

• Act as the primary trusted advisor and single point of contact for senior client stakeholders (IT Directors, VPs, CTOs), understanding their strategic business goals and ensuring our delivery aligns with their objectives.
• Build and maintain strong, strategic relationships at the operational and tactical level to ensure smooth day-to-day operations and manage escalations effectively.
• Present a unified front with the Client Partner (Sales), ensuring commercial promises are deliverable and deeply understanding the sales context to maintain client trust.

2. End-to-End Delivery Leadership:

• Own the seamless delivery of complex service engagements, which may include multiple workstreams such as:
  • IBM i / IBM Z Modernization
  • Managed Services & Support: Overseeing 24/7 support teams, ensuring SLA adherence (uptime, response time, resolution time) for critical systems.
  • Fixed-Bid Projects: Delivering projects on time, within scope, and on budget.
• Proactively identify, mitigate, and manage risks and issues that could impact delivery, quality, or timelines.
• Oversee incident and problem management, ensuring robust communication and driving root cause analysis.

3. Commercial & Financial Management (P&L Ownership):

• Own the Profit & Loss (P&L) for your engagement portfolio. Manage budgets, control costs, track revenue, and ensure account profitability.
• Ensure all delivered services are within the scope of contracts (SOW, MSA) and manage change requests for out-of-scope work.
• Collaborate with resource managers to ensure optimal staffing with the right skills, managing both capacity and demand.

4. Operational Excellence & Governance:

• Establish and lead a robust governance framework. Conduct regular operational reviews, SteerCo meetings, and performance reporting sessions with clients.
• Monitor, report on, and demonstrate value against all agreed-upon SLAs, KPIs, and metrics (CSAT, utilization, financial performance).
• Ensure the adherence to and continuous improvement of delivery processes.

5. Strategic Growth & Innovation:

• Partner with the Client Partner to identify and qualify upsell/cross-sell opportunities based on client needs discovered during delivery, feeding intelligence to fuel account growth.
• Play a key role in contract renewals by ensuring such exceptional service delivery that the client chooses to renew and expand.
• Champion the adoption of AI-enabled delivery and new service offerings within your accounts.

6. Global Team Leadership & Communication:

• Provide direct leadership and direction to integrated on-shore, near-shore, and off-shore delivery teams, including Project Managers, team leads, and technical architects.
• Serve as the key liaison, effectively communicating and aligning US-based leadership (sales, executive) and India-based delivery leadership and teams.
• Represent the client’s needs internally and advocate for the necessary resources and support to ensure their success.
• Foster a collaborative, high-performance environment across geographical and cultural boundaries.

Qualifications & Experience

• 10+ years of experience in a Delivery Management, Engagement Management, or similar client-facing leadership role within an IT services or consulting organization.
• Proven experience managing a portfolio of accounts and the ability to handle multiple client assignments concurrently.
• Demonstrable expertise in delivering projects and services across some of the following technologies:
  • Legacy Systems: Good understanding of IBM i (AS400), IBM Z, RPG, COBOL, and associated modernization paths.
  • Modern Stack: Experience with cloud platforms (Azure, AWS, GCP), application development (.NET, Java), and integration middleware (API, MuleSoft, Boomi).
  • Managed Services: Strong background in ITIL-based service delivery and SLA management.
• Strong financial acumen with direct P&L management responsibility for multi-million dollar engagements.
• Exceptional communication and stakeholder management skills, with proven experience building trust with both technical and executive-level clients.
• Experience leading and motivating globally distributed teams (US, India, etc.) is essential.
• Strategic mindset with the ability to identify growth opportunities within existing accounts.