Job Description

Roles & Responsibilities:

Role Summary

The Engagement Manager & Account Manager is accountable forend-to-end ownership of customer engagement, encompassingaccount management, service delivery, and project/program executionacrossManaged Services (Infrastructure SAP)anddevelopment initiatives.

The role demandsstrong customer-facing leadership, with the ability to engageCXOs including the CEO, translate business objectives into executable IT outcomes, and ensure predictable delivery, service stability, and financial performance. Priorprogram or project management experienceandmandatory hands-on exposure to either Infrastructure or SAP landscapesare essential.

Qualifications

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 asProgram Manager / Project Managerin enterprise IT environments.

- Mandatory domain background in either Infrastructure or SAP(one is compulsory).

- Strong experience managingManaged Services (Infra and/or AMS)alongside projects.

- Proven ability to managesenior customer stakeholders, including CXOs and CEOs.

Functional & Technical Skills

- Strong understanding ofManufacturing business processes (mandatory), with working knowledge of Purchasing, Sales, and Finance.

- Expertise inSDLC, ITIL-based service management, Agile/Hybrid delivery models.

- Solid financial acumen with experience inbudgeting, forecasting, and P&L; management.

- Excellent communication, negotiation, and conflict-resolution skills.

Preferred Skills :

Additional Information

Key Responsibilities

Account & Engagement Management

- Own theoverall customer relationshipas the single point of accountability for IT delivery and operations.

- Build and sustain trusted relationships withCEO, 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 acrossManufacturing (mandatory), Purchasing, Sales, and Finance functions.

- Translate business requirements intoservice roadmaps, project charters, and execution plans.

- Leadexecutive governance forums, steering committees, and periodic CEO-level reviews.

- Manage escalations proactively and drive resolution to closure.

Program / Project Delivery Ownership

- Ownend-to-end deliveryof multiple programs and projects including enhancements, CRs, and transformation initiatives.

- Execute delivery usingAgile, 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)

- GovernIT Infrastructure and/or SAP AMSoperations, 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

- Ownaccount-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 strongaccount governancealigned 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.

📌 BGSW_2026_IT_Manager_SDM (India)
🏢 Bosch India
📍 India