Incident Engagement Manager

Engagement Manager – Infrastructure Services

 

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

Team Leadership

• 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

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 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/Google Cloud Platform), 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