Client Engagement & Delivery Manager

Position: Client Engagement & Delivery Manager

Experience: 10yrs + (US & UK client operations experience required)

Department:Technology & Service Delivery

Qualification:Graduate/Post-graduate

Level:Full Time

Location:Bangalore, Hyderabad

Shifts(if any): 11:00AM onwards (candidate should be flexible to work as per businessrequirement)

About the role: The ClientEngagement & Delivery Manager will own end-to-end engagement fornew/existing client projects and manage complete service delivery with definedSLAs to ensure client satisfaction. This role is pivotal in driving operationalexcellence, governance, and stakeholder alignment across all phases of clientengagement.

KeyResponsibilities:

ClientEngagement & Relationship Management

• Act as the primary point of contact for clients throughout the engagement life cycle.
• Build and maintain strong relationships with client stakeholders.
• Conduct regular status updates, governance meetings, and executive reporting.

End-to-EndDelivery Management

• Plan, execute, and govern service delivery for new and existing clients.
• Ensure compliance with contractual obligations and SLAs.
• Drive operational readiness and seamless handover when needed across cross-functional teams.

Performance& Governance

• Track KPIs and delivery milestones; report progress to leadership and clients.
• Ensure adherence to quality standards and continuous improvement practices.
• Conduct post-delivery reviews and lessons learned sessions.

RiskManagement

• Identify and mitigate risks proactively; implement contingency plans as needed.

TeamLeadership

• Coordinate with delivery teams, PMO, and support functions to ensure smooth execution.

Key PerformanceIndicators (KPIs):

• SLA Adherence
• Client Satisfaction Score (CSAT)
• Delivery Timeliness
• Risk Mitigation 100% of critical risks addressed before impact

Required Skills& Qualifications:

• Proven experience in client engagement, service delivery, or program management roles.
• Strong understanding of service delivery models, outsourcing, or shared services.
• Excellent communication, stakeholder management, and negotiation skills.
• Ability to manage multiple projects under tight deadlines.
• Proficiency in project management tools and methodologies (Agile, PMP preferred).
• Minimum 10 to 15 years experience with 5 to 7 years in leadership roles managing client engagement & business operations delivery
• Mandatory hands-on experience in setting up and scaling businessoperations for US-based clients in India
• Proven track record of operational excellence

CriticalCompetencies

• Strategic Thinking + Operational Execution: Ability to design governance models and roll up sleeves for delivery.
• Client-Centric Mindset: Direct experience managing US & UK stakeholders, steering committees, and executive reporting.
• Change Leadership: Driving transformation, automation, and innovation
• Experience working with global clients and multicultural teams.

Preferred:

• Certifications in PMP, ITIL, or Transition Management.
• Experience being on deputation working in different countries for delivery of projects in 2 to 3 years or more.