Sr Engagement Manager (servicenow)

Job Title: Engagement Manager

Location Remote

Job type: Fulltime

Job Description

Engagement Manager for building client relationships, oversees project delivery, and ensures satisfaction by bridging client needs with company capabilities, acting as a primary contact, managing project scope/finance, resolving issues, and coordinating internal teams for successful, long-term partnerships. Key duties include planning, communication, stakeholder management, with the role varying between client-facing (customer engagement) and internal (employee engagement) focus. The role requires exceptional communication skills in English.
Core Responsibilities (Customer-Focused)
Client Relationship Management:Serve as primary point of contact, build trust, and understand client goals.
Project Oversight:Orchestrate project plans, manage timelines, resources, and deliverables.
Financial & Contract Management:Oversee project finances and ensure terms are met.
Problem Resolution:Address client issues, complaints, and conflicts promptly.
Internal Coordination:Liaise with sales, marketing, and technical teams to deliver solutions.
Driving Opportunities: Drive the RFI/RFPs, proactive proposal and new business opportunities requests
Core Responsibilities (Employee-Focused)
Strategy Development:Create initiatives to boost morale, satisfaction, and productivity.
Culture Building:Foster a positive, inclusive environment with recognition and work-life balance.
Stakeholder Alignment:Work with HR and leadership to align engagement efforts with company goals.
Required Skills & Experience:
12-15 years of overall IT experience, with at least 5+ years in a client facing experience in Service Delivery, Client Management, Business development, Program Management role.
Experience in Banking, Financial Services and Insurance services industry
Strong background in Public Cloud (MS Azure, Google Cloud Platform), Insurance Solutions, IT Network operations and Security.
Experience handling onsite–offshore delivery models and managing distributed teams.
Excellent interpersonal and communication skills in English (spoken and written).
Collaborating with TCS various COE Groups and Practice Teams to meet client requirements
Presenting Steering Committee, Operations
Qualifications/Certifications preferred:
Bachelor’s degree in computer science, Information Technology, or a related field.
ITIL Foundation / Intermediate
ServiceNow Certified System Administrator (CSA)
Project Management Professional (PMP)