Title: Business Delivery Manager/ Client Engagement Manager
Location: Atlanta, GA (On-site / Hybrid)
Role Type: Full-Time
Role Overview
We are seeking a highly driven Client Engagement Manager based in Atlanta, GA, to serve as the primary executive point of contact and strategic partner for our key client. This role requires a unique blend of Program Management execution and Business Development (farming) acumen.
You will take the helm of our newly signed 3-year Managed Service Provider (MSP) contract, overseeing the transition and ongoing delivery of Engineering Applications and L1/L2/L3 support. In addition to ensuring flawless execution of this major program, you will actively manage and grow a portfolio of smaller parallel programs, stepping in to drive account expansion, stakeholder alignment, and overall client satisfaction.
Key Responsibilities
1. Client Leadership & Strategic Account Management
* Serve as the undisputed first point of contact and trusted advisor for all customer stakeholders, bridging the gap between client expectations and internal delivery teams.
* Proactively identify business challenges and propose value-driven solutions, expanding our footprint within the account across both the primary MSP program and new/smaller initiatives.
* Drive account growth by farming existing relationships, managing renewals, and negotiating scope changes or new statements of work (SOWs).
* Conduct regular Executive Business Reviews (EBRs) and operational check-ins to ensure alignment with customer’s strategic goals.
2. Program Delivery & Operational Excellence
* Assume end-to-end accountability for the successful delivery of the 3-year MSP contract, specifically focusing on the seamless transition and ongoing management of Engineering Applications and L1/L2/L3 support operations.
* Act as the ultimate escalation point for delivery roadblocks, ensuring SLAs, KPIs, and critical program milestones are met or exceeded.
* Matrix-manage cross-functional delivery teams, ensuring clear communication, resource alignment, and adherence to agile/delivery frameworks.
* Monitor program financial health, managing P&L, margins, and resource utilization across all running programs for the client.
3. Risk & Stakeholder Management
* Identify, track, and mitigate program and commercial risks before they impact the client relationship.
* Navigate complex stakeholder environments, ensuring both technical teams and executive leadership on the customer's side are aligned and informed.
* Foster a culture of continuous improvement, implementing feedback loops and optimizing delivery processes to enhance client ROI.
Qualifications & Experience
* Experience: 15+ years in the IT Services and Consulting industry, with a minimum of 5 years in a dual Account Management and Program/Delivery Management role.
* Domain Expertise: Proven track record of managing large-scale, multi-year MSP contracts. Experience overseeing Engineering Applications and comprehensive IT support models (L1/L2/L3) is highly preferred.
* Commercial Acumen: Demonstrated success in account farming, contract negotiation, and driving revenue growth within an existing client base.
* Location: Must be based in or around Atlanta, GA, with the ability to be present on-site with the client as required to build strong relational equity.
* Soft Skills: Exceptional executive presence, high emotional intelligence, and the ability to seamlessly translate complex technical delivery concepts into business value for client leadership.
Mandatory Skills
Program Management
| Customer Relationship
| Business Development
| Project Management
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