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, oper