Engagement Manager

Engagement Manager / Service Delivery Lead (SDL)

Company: Boutique Software Product Engineering Company (Bengaluru, est. 2014) Location: Bengaluru (Fully Remote - open to candidates across India)

About the Company

A boutique Bengaluru-based product engineering company that has built and managed 12+ high-performance engineering teams since 2014 across AI, Conversational AI, Tele-health, Healthcare, Logistics, and E-commerce. Since 2016, it has been a dedicated engineering partner for a leading global Conversational AI platform, collaborating alongside teams in Seattle, Mountain View, UK, Israel, and Germany.

About the Role

The Engagement Manager / Service Delivery Lead (SDL) owns predictable delivery across a portfolio of client engagements, connecting executive stakeholders, delivery teams, and internal leadership. This is a hybrid delivery role - managing a mix of concurrent smaller engagements and larger complex programs from kickoff through production launch, with full ownership of scope, governance, and commercial tracking.

What You Will Do

1. Establish delivery plans, governance cadences, milestones, decision forums, and escalation pathways
2. Own scope, change control, dependencies, RAID management, and executive status reporting
3. Align Solution Architecture, Customer Engineering, Product Engineering, and Customer Success teams
4. Build customer trust through clear expectations, early risk communication, and accountable follow-through
5. Track delivery economics, SOWs, change requests, utilization, margins, staffing needs, and forecasts
6. Drive go-live readiness reviews and secure stakeholder alignment for testing and operational transition
7. Directly manage 5+ team members with an indirect span of 15+ across business analysts, designers, developers, testers, and track leads
8. Partner with Customer Success on post-launch transition and adoption

What We're Looking For

1. Bachelor's degree in Engineering, IT, Science, or another technical discipline
2. 7+ years in enterprise software implementation, technical program management, or consulting delivery
3. 5+ years of direct client-facing experience, specifically with US or UK clients, within a consulting or services organization
4. Hands-on experience managing multiple small-to-mid-sized projects simultaneously, including fixed-time/fixed-price or SLA-based managed services engagements
5. Direct people management experience (5+ reports) with an indirect span of 15+ cross-functional team members
6. PMP or CSM certification preferred, but not a dealbreaker for candidates with strong hands-on PM experience
7. Working knowledge of cloud software, integrations, testing, and deployment lifecycles
8. Exposure to AI platforms and customer-facing enterprise implementation preferred
9. Ability to overlap with APAC or US time zones depending on account assignment
10. Strong verbal/written communication, facilitation, negotiation, and conflict-resolution skills with executive stakeholders
11. Ability to work calmly under pressure and resolve complex project issues independently