Engagement Manager

Job Summary

Data Science Middle East (DSME) is seeking an experienced Engagement Manager to lead Managed Services and IT Outsourcing engagements for enterprise customers across the GCC region. The Engagement Manager will act as the primary client contact, ensuring successful service delivery, operational excellence, and long-term customer satisfaction throughout the engagement lifecycle.

This role is responsible for managing enterprise client engagements, overseeing outsourced resources, ensuring SLA and KPI compliance, coordinating with internal delivery and talent acquisition teams, and driving continuous service improvements. The successful candidate will also collaborate with Sales and Client Success teams to support account growth, contract renewals, and service expansion opportunities.

Key Responsibilities

Client & Engagement Management

• Act as the primary point of contact for Managed Services and Outsourcing customers.
• Build and maintain long-term client relationships while ensuring exceptional customer satisfaction.
• Lead governance meetings, service reviews, executive business reviews (EBRs), and operational discussions.
• Manage engagement scope, contractual commitments, service quality, and delivery performance.
• Proactively manage customer escalations and ensure timely issue resolution.

Managed Services Delivery

• Lead end-to-end delivery of Managed Services and IT Outsourcing engagements.
• Ensure compliance with agreed SLAs, KPIs, contractual obligations, and quality standards.
• Monitor operational performance and drive continuous service improvement initiatives.
• Identify delivery risks and implement mitigation and business continuity plans.

Resource & Team Management

• Manage the complete lifecycle of outsourced consultants, including onboarding, deployment, utilization, performance management, and offboarding.
• Act as the reporting manager for outsourced consultants and managed service teams.
• Conduct regular performance reviews and provide coaching, mentoring, and professional development.
• Optimize workforce planning and resource allocation across multiple client engagements.

Cross-Functional Collaboration

• Work closely with Sales, Client Success Managers, Delivery Managers, Technical Leads, and Talent Acquisition teams.
• Gather and validate customer requirements and translate them into resource and delivery plans.
• Coordinate recruitment activities to ensure timely staffing fulfillment.
• Support service transitions, knowledge transfer, and onboarding for new engagements.

Commercial & Business Growth

• Support contract renewals, change requests, service expansions, and account growth initiatives.
• Identify opportunities to introduce additional DSME services within existing customer accounts.
• Participate in account planning and customer success initiatives.
• Support proposal preparation and solution discussions for Managed Services opportunities.

Governance & Operational Excellence

• Monitor and report engagement KPIs, SLAs, utilization, financial performance, and customer satisfaction metrics.
• Prepare executive dashboards, operational reports, and service review presentations.
• Ensure compliance with internal governance, quality standards, and operational processes.
• Lead continuous improvement initiatives to enhance operational efficiency and customer experience.

Qualifications

Education

• Bachelor's degree in computer science, Information Technology, Engineering, Business Administration, or a related field.

Preferred Certifications

• PMP
• PRINCE2
• ITIL Foundation
• Agile
• Scrum

Experience

• Minimum 7 years of experience in Engagement Management, Managed Services, IT Outsourcing, Service Delivery, Account Management, or similar customer-facing leadership roles.
• Proven experience managing enterprise Managed Services or IT Outsourcing engagements.
• Experience leading cross-functional technical teams across multiple customers and projects.
• Strong understanding of Software Development Life Cycle (SDLC), Agile methodologies, and enterprise IT environments.
• Experience managing SLAs, KPIs, customer escalations, governance, and service delivery performance.

Required Skills

Technical Skills

• Managed Services Delivery
• IT Outsourcing
• Service Delivery Management
• SLA & KPI Management
• IT Service Management (ITSM)
• SDLC
• Agile Delivery
• Project Governance
• Microsoft Office Suite
• Project Management Tools

Professional Skills

• Client Relationship Management
• Stakeholder Management
• Leadership & Team Management
• Communication & Presentation Skills
• Negotiation
• Problem Solving
• Strategic Thinking
• Commercial Awareness
• Risk Management
• Decision Making