Engagement Manager

Engagement Manager Infrastructure ServicesWe 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 Team Leadership• Lead a matrixed delivery organization of onshore, offshore, and nearshore resources (typically 100500+ FTEs)• Develop and mentor delivery managers, service leads, and account managers• Drive workforce planning aligned with demand forecasts and skill requirements Risk & Governance• 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 frameworksRequired 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