AMS Delivery - Engagement Leader

The Onsite Engagement Lead serves as the single point of contact at the customer location, responsible for overall delivery governance, stakeholder engagement, commercial adherence, and alignment between customer expectations and offshore delivery teams. This role is critical in ensuring account stability, fostering customer confidence, and driving growth—especially in MSP, AMS, and large transformation programs. Key Responsibilities Act as the primary onsite interface for customer leadership, IT heads, and business stakeholders Build and maintain strong relationships with customer sponsors and operational leaders to ensure trust and transparency Drive governance cadence including weekly operational calls, monthly service reviews, and QBRs Proactively manage escalations and ensure timely resolution of critical issues Delivery & Operational Governance Own end-to-end service delivery at the onsite location Ensure adherence to SLAs and KPIs across: Change Management Service Request Management Collaborate closely with offshore delivery managers to drive operational excellence Track service performance, risk register, and continuous improvement initiatives Commercial & Contract Management Ensure compliance with contractual scope, commercials, and billing milestones Support: Invoicing governance PO validation Change requests and contract amendments Drive margin improvement initiatives (MIP) and productivity optimization Support renewals, extensions, and identify upsell/cross-sell opportunities Program & Transition Management Lead transition and transformation initiatives across new scope, tools, or geographies Ensure structured onboarding, knowledge transfer, and stabilization Govern execution of changes to minimize business disruption Act as the onsite leader for LTIMindtree resources, including contractors and partners Drive team engagement, performance feedback, and retention of critical talent Collaborate with HR, Talent Acquisition, and offshore teams for staffing continuity Required Skills & Experience Core Experience e12+ years in IT Services, AMS, MSP, or transformation program sStrong background in service delivery, program management, or engagement managemen tProven onsite experience with global customers (North America/Europe preferred Functional / Technical Expertise eStrong understanding of ITSM processes :Incident, Problem, Change, and Service Request Managemen tExposure to enterprise platforms such as :ERP (SAP, JDE )ServiceNo wCloud / Data / Infrastructure service sAbility to interpret SLAs, contracts, and financial metric Leadership Skill sExcellent communication, stakeholder management, and executive presenc eStrong negotiation and conflict resolution skill sAbility to work independently with minimal supervisio Success Metric sCustomer Satisfaction (CSAT) and stakeholder feedbac kSLA/KPI complianc eRevenue protection and margin improvemen tStability during transitions and critical change sContribution to account growth and renewal Preferred Qualification sPrior experience as :Onsite Delivery Lea dEngagement Manage rProgram Manage rIndustry exposure to :EPC, Manufacturing, Utilities, or large enterprise environment #J-18808-Ljbffr