Engagement Manager - Global Capability Centers

Description:

Engagement & Stakeholder Management:

- Act as the primary client-facing lead for assigned GCC engagements.

- Build and sustain trusted relationships with client stakeholders (onshore/offshore).

- Translate client business requirements into executable delivery plans.

- Manage communication cadence, steering committees, and executive reviews.

Delivery & Deliverables Ownership:

- Own end-to-end accountability for project deliverables, including scope, timelines, quality, and acceptance.

- Define and govern delivery plans, milestones, and success metrics.

- Ensure adherence to agreed SLA's, KPI's, and outcome-based measures.

- Proactively identify delivery risks and drive mitigation plans.

- Oversee dependency management across teams, vendors, and geographies.

- Ensure deliverables meet quality, governance, and security standards.

Financial & Commercial Management:

- Own engagement financials including budget tracking, forecasting, and margin management.

- Support contract management, change requests, SOW updates, and scope negotiations.

- Ensure optimal resource utilization and cost efficiency across engagements.

People & Team Leadership:

- Provide leadership and direction to project managers, delivery leads, and cross-functional teams.

- Enable high performance through coaching, feedback, and performance management.

- Work with GCC leadership on capacity planning, talent strategy, and capability building.

Governance & Compliance:

- Establish and manage engagement governance frameworks.

- Ensure compliance with client policies, data security, and GCC operating standards.

- Drive continuous improvement through metrics, retrospectives, and automation.

Strategic Value & Transformation:

- Identify opportunities for process improvement, automation, innovation, and value expansion.

- Support GCC growth by contributing to new initiatives, transitions, and capability expansion.

- Act as a trusted advisor to clients on delivery transformation and operating model maturity.

Required Qualifications & Experience:

- 10-15+ years of experience in delivery management, consulting, or managed services roles.

- Proven experience working in or with Global Capability Centers (GCCs).

- Strong background in managing complex, multi-stream engagements with measurable deliverables.

- Demonstrated success in client engagement management and delivery governance.

- Experience managing budgets, contracts, and commercial metrics.

- Excellent stakeholder management and executive communication skills.