Engagement Manager

Position: Engagement Manager

Client: Disclose as a leading Consumer Products company to candidates)

Location: NYC, NY- Hybrid- Local- 375 Hudson St. New York, NY 10014, US

Duration: 6-12+ months

ICIMS ID: 2025-127869

Target Start Date: Immediately

Duration: Project end date is currently 30-Sep-26

Onsite: Onsite at the client office, 3-days per week

Interview Process: 2-3 internal interview rounds, no client round expected. It will likely be 2 technical domain rounds, followed by 1 final closing interview.

Must have experience/skills:

• Experience managing large application stacks as part of Managed Services or IT Consulting
• Consultant will need a technical background with astute business sense, as well as leadership & people skills
• Data-driven decision-making mindset
• Strong collaboration and client management skills
• ITSM expertise, SLA compliance management, tracking & reporting

Project/Industry Experience:

Consumer Products and/or Retail project background

Service Manager

JOB RESPONSIBILITIES

• Maintains overall responsibility for customer satisfaction through the delivery of managed IT services
• Participates with the Senior IT Executive and other IT Leadership in the formulation and execution of IT strategy and direction
• Engage and consult with senior leaders to align with strategic business goals and technical initiatives
• Excellent Team Management Skills
• Conducting regular status and business review meetings for each client to understand short- and long-term business goals
• Creating, presenting, and implementing annual technology roadmaps, budgets, and reports for each client
• Communicating potential risks related to compliance, cyber-security, network security, and industry-specific compliance
• Identifying new opportunities to use technology to streamline business processes
• Overseeing internal support and engineering resources to ensure successful delivery of services to clients
• Educating clients on current technology trends relevant to their specific industry
• Providing technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues
• This role requires strong policy and process knowledge (e.g. ITIL, agile, Project mgmt..) as well as knowledge of a variety of digital technologies to lead the team to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within the organization. This role requires outstanding customer service skills due to interaction with numerous client departments and business units
• Ability to oversee simultaneous projects to successful delivery
• Demonstrated experience with vendor management and contract structuring
• Strong analytical skills to relate security requirements to appropriate security controls including sensitive data management
• Strong project management skills and experience in creating and managing project plans, including budgeting and resource allocation
• Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners
• Ensure customer focus and satisfaction among the internal team. Acts as a customer advocate, frequently communicating with customers and managing customer expectations.
• Establish credibility and maintain strong working relationships with technical and non-technical teams involved with information technology matters including Legal, Operations, Risk, Internal Audit, etc.
• Communicate effectively and professionally in all forms of communication with internal and external teams/customers.
• Establishes strong relationships with business leaders through frequent communication and face-to-face interaction.

Personal Attributes:

• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
• Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
• Willingness to work in odd hours and weekend as per the project requirements.
• Ability to prioritize when under pressure and be able to travel within region and globally for delivery issue and/or strategic governance meeting

Skill Requirements:

• Prior experience in Managed Service Provider or IT Consulting environment is a must
• Should have a solid technical background with astute business sense and deep leadership and people skills to succeed in this role
• Should have exposure in in executing large production support engagements across applications and infrastructure technology stacks
• Previous project management experience and in running major incidents
• Exceptional attention to detail and highly organized
• Able to work on and coordinate multiple tasks simultaneously
• Comfortable working in a team environment
• Extensive Experience in managing large Application stacks
• Proven ability to create and maintain effective documentation, including policies, processes, and procedures
• Broad operational experience in a public company environment with a deep understanding of IT
• Proven experience to deliver in a fast-paced technology company
• Data-driven decision-making mindset

EXPERIENCE

• Ideally 10+ years of relevant experience in the enterprise Application/Infra/Multi cloud solutions space

EDUCATION

• Bachelor's engineering degree required (Degree in Computer Science or related field preferred)