Engagement Manager

• Own strategic client relationships and act as the primary escalation point for senior stakeholders
• Identify and convert upsell, cross-sell, team-extension, renewal, and account-expansion opportunities
• Build account-growth strategies and proactively develop relationships across new client business units
• Lead SOW development, RFP responses, commercial proposals, solution pitches, and contract discussions
• Manage contract renewals, MSA negotiations, pricing discussions, margins, utilisation, and overall commercial health
• Conduct regular MBRs, QBRs, governance reviews, and account-health discussions with senior stakeholders
• Partner with Project Managers and Technical Leads to ensure milestones, SLAs, quality, budgets, and delivery commitments remain on track
• Establish and enforce delivery governance across RAID logs, RACI, change control, milestone tracking, and risk management
• Ensure scope, timeline, or budget changes are formally assessed, documented, approved, and communicated
• Develop and maintain a portfolio-wide account and project health scorecard and review it on a defined cadence
• Identify delivery, commercial, and relationship risks early and drive appropriate corrective actions
• Translate Cloud, DevOps, AI, and custom software offerings into compelling business solutions
• Lead commercial and technical conversations from discovery through closure
• Mentor and develop Project Managers and engagement teams while establishing clear delivery and client-management standards
• Drive initiatives independently and ensure consistent execution across the account portfolio
• Maintain strong client retention, satisfaction, profitability, and long-term account growth

• 9+ years of experience in IT professional services, technology consulting, client engagement, account management, or a related field
• Proven track record of driving account expansion, upselling, cross-selling, renewals, and incremental revenue
• Strong experience leading SOWs, RFP responses, commercial proposals, and client pitches through to successful closure
• Strong financial acumen with practical understanding of margins, utilisation, budgets, profitability, pricing, and commercial negotiations
• Proven experience managing strategic accounts and senior client relationships, including VP and C-suite stakeholders
• Strong experience running MBRs, QBRs, governance forums, and executive-level client reviews
• Demonstrated ability to establish delivery discipline across RAID, RACI, change control, milestones, SLAs, and project health management
• Strong understanding of IT services and ability to position Cloud, DevOps, AI, custom software, and technology consulting solutions against business requirements
• Excellent negotiation, presentation, communication, and stakeholder-management skills
• Strong people-management capabilities with experience mentoring Project Managers, Technical Leads, and client-facing teams
• Ability to operate independently, make commercially sound decisions, and manage multiple accounts and priorities
• Strong analytical and problem-solving skills with a focus on client outcomes and business growth
• Experience with Salesforce or similar CRM platforms is an advantage
• Experience selling or managing engagements involving Cloud, DevOps, AI, or digital transformation is highly desirable
• Strong ownership mindset with the ability to balance revenue growth, client satisfaction, delivery quality, and commercial performance