Engineering & Engagement Manager

This role will be accountable for end-to-end delivery success, engineering excellence, client satisfaction, and business growth. The role combines technical leadership and people management with client engagement, governance, commercial oversight, and strategic account development. The individual acts as the bridge between engineering teams, delivery leadership, and client stakeholders to ensure solutions are delivered effectively while creating long-term business value.

Key Responsibilities

1. Client & Stakeholder Management

• Serve as the primary escalation point for customers and key stakeholders.
• Build trusted client relationships and drive customer satisfaction.
• Lead governance meetings, steering committees, and executive reviews.
• Manage stakeholder expectations, risks, dependencies, and escalations.
• Identify opportunities for account growth, renewals, and additional services
• Must travel onsite as needed

2. Engineering Leadership

• Lead multiple engineering teams across projects
• Driving engineering best practices, architecture governance, and quality standards
• Oversee solution design, development, testing, deployment, and support
• Promote automation, innovation, AI adoption, and continuous improvement
• Ensure scalability, performance, and reliability of delivered solutions

3. Delivery Management

• Own delivery commitments across projects and workstreams
• Monitor schedules, milestones, resource utilization, risks, and dependencies
• Ensure projects are delivered within scope, budget, quality, and timelines
• Drive Agile, DevOps, and engineering excellence initiatives
• Establish delivery metrics and performance dashboards

4. People Leadership

• Manage team size of 50-100 members
• Manage hiring, onboarding, mentoring, and career development
• Conduct performance reviews and succession planning
• Build high-performing and engaged engineering teams
• Support capability development, upskilling, and cross-skilling initiatives
• Foster a culture of accountability, collaboration, and innovation

5. Commercial & Financial Management

• Manage portfolio revenue size between $5-$8 M
• Manage profitability, utilization, and cost optimization
• Support contract negotiations, SOW reviews, renewals, and change requests
• Drive forecasting, budgeting, invoicing, and financial governance
• Ensure delivery aligns with commercial commitments
• Identify and pursue growth opportunities within existing accounts

6. Risk, Compliance & Governance

• Ensure contractual compliance
• Govern delivery processes, quality standards, and operational controls
• Lead risk management, mitigation planning and drive corrective and preventive actions for delivery risk

Key Success Metrics (KPIs)

Client & Business

• Customer Satisfaction (CSAT & CL)
• Revenue growth (5% quarter on quarter)
• Ensure renewals and account expansion
• Delivery SLA adherence

Engineering & Delivery

• On-time delivery %
• Release predictability
• Defect leakage
• Production incidents
• Automation adoption
• Technical debt reduction

People

• Employee engagement scores
• Team retention
• Training and certification achievements
• Internal mobility and succession readiness

Financial

• Resource utilization
• Gross margin
• Budget adherence
• Forecast accuracy

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