Senior Engagement Manager

Understand client business objectives and translate them into operational strategies and service delivery models for cloud and infrastructure services.

Lead 1–2 large-scale managed services engagements with diverse team structures and delivery models; accountable for service quality, SLAs, and revenue growth.

Oversee cloud operations, infrastructure management, and platform reliability, ensuring high availability, security compliance, and cost optimization.

Define service delivery frameworks, governance models, and escalation processes for critical incidents.

Manage project teams of 3–6 consultants or more, including Service Delivery Managers, Cloud Engineers, and Support Analysts.

Act as the primary client contact for Managed Services, Cloud Operations, and Infrastructure engagements, including regular interaction with C-level executives.

Serve as the strategic interface between senior client leadership and EXL senior management (VPs and SVPs).

Understand client business objectives and translate them into operational strategies and service delivery models for cloud and infrastructure services.

Lead 1–2 large-scale managed services engagements with diverse team structures and delivery models; accountable for service quality, SLAs, and revenue growth.

Oversee cloud operations, infrastructure management, and platform reliability, ensuring high availability, security compliance, and cost optimization.

Define service delivery frameworks, governance models, and escalation processes for critical incidents.

Manage project teams of 3–6 consultants or more, including Service Delivery Managers, Cloud Engineers, and Support Analysts.

Drive automation, observability, and FinOps practices to improve efficiency and reduce operational costs.

Provide thought leadership in cloud migration, hybrid infrastructure, and managed services transformation.

Actively contribute to business development, including RFP responses, solution design, and client presentations.

Mentor and develop team members, ensuring continuous skill enhancement in cloud technologies and ITIL-based service management.

Maintain strong vendor and partner relationships (AWS, Azure, GCP, infrastructure OEMs) to leverage best practices and innovations.

Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field; advanced certifications preferred (AWS/Azure/GCP Architect, ITIL, PMP).

10+ years of experience in IT Managed Services, Cloud Operations, and Infrastructure Management, including:

o Cloud platform operations (AWS, Azure, GCP)

o ITIL-based service delivery and governance

o Incident, problem, and change management

o Infrastructure automation and monitoring (Terraform, Ansible, Prometheus, etc.)

• Proven track record in leading large-scale managed services engagements and delivering to SLAs/KPIs.
• Strong understanding of security, compliance, and cost optimization in cloud environments.
• Demonstrable leadership ability, problem-solving skills, and people management experience.
• Excellent communication, stakeholder management, and presentation skills.