BGSW_2026_IT_Manager_SDM

Roles & Responsibilities:

Role Summary

The Engagement Manager & Account Manager is accountable for end-to-end ownership of customer engagement , encompassing account management, service delivery, and project/program execution across Managed Services (Infrastructure SAP) and development initiatives .

The role demands strong customer-facing leadership , with the ability to engage CXOs including the CEO , translate business objectives into executable IT outcomes, and ensure predictable delivery, service stability, and financial performance. Prior program or project management experience and mandatory hands-on exposure to either Infrastructure or SAP landscapes are essential.

Educational qualification:

• Bachelor’s degree in Engineering / MCA / MBA.
• PMP / PRINCE2 / Agile certification preferred.
• ITIL certification is an advantage

Experience :

15-18 years

Mandatory Experience

• Prior experience as Program Manager / Project Manager in enterprise IT environments.
• Mandatory domain background in either Infrastructure or SAP (one is compulsory).
• Strong experience managing Managed Services (Infra and/or AMS) alongside projects.
• Proven ability to manage senior customer stakeholders, including CXOs and CEOs .

Functional & Technical Skills

• Strong understanding of Manufacturing business processes (mandatory) , with working knowledge of Purchasing, Sales, and Finance.
• Expertise in SDLC, ITIL-based service management, Agile/Hybrid delivery models .
• Strong financial acumen with experience in budgeting, forecasting, and P&L management .
• Excellent communication, negotiation, and conflict-resolution skills.

Preferred Skills :

Key Responsibilities

Account & Engagement Management

• Own the overall customer relationship as the single point of accountability for IT delivery and operations.
• Build and sustain trusted relationships with CEO, CXOs, and senior business stakeholders .
• Act as a strategic partner, aligning IT initiatives with business priorities and long-term roadmap.
• Drive customer satisfaction, retention, and growth of the account.

Stakeholder Management & Business Alignment

• Engage deeply with customer business stakeholders across Manufacturing (mandatory) , Purchasing, Sales, and Finance functions.
• Translate business requirements into service roadmaps, project charters, and execution plans .
• Lead executive governance forums , steering committees, and periodic CEO-level reviews.
• Manage escalations proactively and drive resolution to closure.

Program / Project Delivery Ownership

• Own end-to-end delivery of multiple programs and projects including enhancements, CRs, and transformation initiatives.
• Execute delivery using Agile, Waterfall, or Hybrid models , based on engagement needs.
• Ensure adherence to scope, schedule, cost, quality, and risk parameters.
• Drive delivery predictability through structured planning, tracking, and reporting.

Managed Services Ownership (Infra & AMS)

• Govern IT Infrastructure and/or SAP AMS operations, ensuring SLA adherence and service stability.
• Oversee incident, problem, change, and release management processes.
• Ensure seamless coordination between operations, CR delivery, and project teams.
• Drive continuous service improvement, automation, and operational efficiency.

Financial & Commercial Management

• Own account-level financials , including service budgets, project costs, forecasting, and margins.
• Drive cost optimization, productivity improvements, and value realization.
• Ensure commercial governance, contract compliance, and financial predictability.

Governance, Risk & Compliance

• Establish and run strong account governance aligned to ITIL and organizational standards.
• Identify and mitigate delivery, operational, and financial risks.
• Ensure audit, security, and compliance adherence across services and projects.

Team Leadership

• Lead cross-functional teams spanning delivery, operations, and partners.
• Drive accountability, performance management, and capability development.
• Foster a customer-centric, outcome-driven delivery culture.