Roles & Responsibilities:
Role Summary
The Engagement Manager & Account Manager is accountable for end-to-end ownership of customer engagement, encompassing account management, service delivery, and project/program execution across Managed Services (Infrastructure SAP) and development initiatives.
The role demands strong customer-facing leadership, with the ability to engage CXOs including the CEO, translate business objectives into executable IT outcomes, and ensure predictable delivery, service stability, and financial performance. Prior program or project management experience and mandatory hands-on exposure to either Infrastructure or SAP landscapes are essential.
Educational qualification:
Bachelor’s degree in Engineering / MCA / MBA.
PMP / PRINCE2 / Agile certification preferred.
ITIL certification is an advantage
Experience :
15-18 years
Mandatory Experience
Prior experience as Program Manager / Project Manager in enterprise IT environments.
Mandatory domain background in either Infrastructure or SAP (one is compulsory).
Strong experience managing Managed Services (Infra and/or AMS) alongside projects.
Proven ability to manage senior customer stakeholders, including CXOs and CEOs.
Functional & Technical Skills
Strong understanding of Manufacturing business processes (mandatory), with working knowledge of Purchasing, Sales, and Finance.
Expertise in SDLC, ITIL-based service management, Agile/Hybrid delivery models.
Strong financial acumen with experience in budgeting, forecasting, and P&L management.
Excellent communication, negotiation, and conflict-resolution skills.
Preferred Skills :
Key Responsibilities
Account & Engagement Management
Own the overall customer relationship as the single point of accountability for IT delivery and operations.
Build and sustain trusted relationships with CEO, CXOs, and senior business stakeholders.
Act as a strategic partner, aligning IT initiatives with business priorities and long-term roadmap.
Drive customer satisfaction, retention, and growth of the account.
Stakeholder Management & Business Alignment
Engage deeply with customer business stakeholders across Manufacturing (mandatory), Purchasing, Sales, and Finance functions.
Translate business requirements into service roadmaps, project charters, and execution plans.
Lead executive governance forums, steering committees, and periodic CEO-level reviews.
Manage escalations proactively and drive resolution to closure.
Program / Project Delivery Ownership
Own end-to-end delivery of multiple programs and projects including enhancements, CRs, and transformation initiatives.
Execute delivery using Agile, Waterfall, or Hybrid models, based on engagement needs.
Ensure adherence to scope, schedule, cost, quality, and risk parameters.
Drive delivery predictability through structured planning, tracking, and reporting.
Managed Services Ownership (Infra & AMS)
Govern IT Infrastructure and/or SAP AMS operations, ensuring SLA adherence and service stability.
Oversee incident, problem, change, and release management processes.
Ensure seamless coordination between operations, CR delivery, and project teams.
Drive continuous service improvement, automation, and operational efficiency.
Financial & Commercial Management
Own account-level financials, including service budgets, project costs, forecasting, and margins.
Drive cost optimization, productivity improvements, and value realization.
Ensure commercial governance, contract compliance, and financial predictability.
Governance, Risk & Compliance
Establish and run strong account governance aligned to ITIL and organizational standards.
Identify and mitigate delivery, operational, and financial risks.
Ensure audit, security, and compliance adherence across services and projects.
Team Leadership
Lead cross-functional teams spanning delivery, operations, and partners.
Drive accountability, performance management, and capability development.
Foster a customer-centric, outcome-driven delivery culture.