Engagement Manager & Account Manager – Managed Services (IT)

About the role

The Engagement Manager & Account Manager is responsible for end‑to‑end ownership of customer engagement, covering account management, service delivery, and program execution across Managed Services (Infrastructure & SAP) and development initiatives. The role requires strong customer‑facing leadership, the ability to interact with CXOs, translate business objectives into actionable IT outcomes, and ensure predictable delivery, service stability, and financial performance.

Key responsibilities

• Own the overall customer relationship as the single point of accountability for IT delivery and operations.
• Build and sustain trusted relationships with CEOs, CXOs, and senior business stakeholders.
• Translate business requirements into service roadmaps, project charters, and execution plans.
• Lead executive governance forums, steering committees, and CEO‑level reviews.
• Deliver multiple programs and projects using Agile, Waterfall, or Hybrid models while managing scope, schedule, cost, quality, and risk.
• Govern Infrastructure and/or SAP AMS operations, ensuring SLA adherence and service stability.
• Manage account‑level financials, including budgeting, forecasting, and margin optimization.
• Establish strong governance, risk, and compliance frameworks aligned with ITIL standards.

Required profile

• Bachelor’s degree in Engineering, MCA or MBA; PMP/PRINCE2/Agile certification preferred, ITIL advantageous.
• 15‑18 years of experience, including prior roles as Program Manager or Project Manager in enterprise IT.
• Domain expertise in either Infrastructure or SAP (mandatory) and proven experience managing Managed Services.
• Demonstrated ability to engage senior customer stakeholders, including CEOs and CXOs.

Required skills

• Infrastructure and SAP environments
• ITIL‑based service management
• Agile and Hybrid delivery methodologies
• Software Development Life Cycle (SDLC) knowledge
• Project Management expertise